Call-Back

Callback

Call-Back services are often used in countries where the cost of making an international call is very expensive, and the customer can save money by launching a call from another country, and then being presented with secondary dial-tone so that they can make an onwards call.

How it works:

A2Billing supports a number of ways of triggering a call-back. A call is triggered to the customer, this is called the A leg, and then the customer can make an onwards call. This is called the B Leg.

ANI based call-back

The customer calls an access number or trigger number on the A2Billing platform, the call is never answered, so the customer is not charged for this call, even if the trigger number is an international number.

The A2Billing platform captures the caller ID of the caller, and a few seconds later, giving the customer time to hang up their phone after triggering the call-back,, a call is launched back to the customer. The customer is then prompted for a PIN number to identify the customer, alternatively, their caller ID is recognized, and secondary dial tone is presented, prompting the customer to dial their desired destination.

DID based Call-back

DID based call-back is used in circumstances where the caller ID is not always delivered reliably, often in an effort to block call-back services by the incumbent operator. The customer calls their own personal DID, which in turn triggers a call-back to a previously defined number. This is expensive on DID usage, but may be the only reliable methodology.

Web Based Call-Back

As standard with A2Billing, there is a Customer Portal, and one of the options with the portal is to be able to launch a call-back. The customer types in the number they want to receive the call-back on, and the telephone number of the person they want to call. The call-back is launched with a call to the customer first, and then as soon as they pick up the phone, the second leg of the call is launched to the person they want to call.

IVR Call-Back

IVR callback is a system developed where tone clamping takes place. The customer rings the trigger number, and via an IVR, is prompted for the number to call, and the number to callback on. The cost to the customer is a brief call to the access number charged by their operator, then the callback and subsequent conversation is then charged via A2Billing.

Features:

• A Leg + B leg billing, either from time of answer of A Leg, or time of answer of B Leg
• Flexible charging options – The rate table allows for many charging options, including connection and disconnection charges and stepped billing.
• Flexible recurring maintenance charge system.
• Package minutes, with free calls or minutes to selected destinations.
• Least cost routing via the cheapest carrier.
• Voucher top-up system
• Expiry options, such as date, days since creation, and days since first use.
• Online customer Portal.
• Web Based call-back portal.
• Flexible IVR system in multiple languages.
• Read out of rate per minute and number of minutes allowed to destination
• 10 speed dials.
• Follow on calls, and last number redial.
• Anti-fraud with customer card locking feature.
• Email low balance notifications.
• Read out of balance in multiple currencies
• Local Dialing options.
• Caller ID manipulation.
• Customer grouping, and card series for calling card control and batch authorization
• Compatible with commission agents.
• Detailed reporting and statistics.
• Use remote call-back platforms.

Products to Consider

A2Billing can be used as a call-back platform, as well as for call-through services on the same platform. The range of Star2Billing products that support call-back are as follows.

• Managed Install (Single Server) – Installation of the single server complete with comprehensive training and support.
• Single Server – Suitable for Approximately 200 concurrent calls depending on the hardware and call Patterns.
• Enterprise System – Scalable to almost any size and capacity. Ideal for connection to the PSTN using E1 or T1 lines.
• Enterprise System with Load Balancing – Scalable to almost any size and capacity, and will load balance across multiple switches.