Is there a way to allow for customers to input their extension when requesting a callback that is presented through the IVR? When our queues build up we do offer the callback option so customer's do not have to wait, but if it is a large organization it can be challenging to find who it was that called in to our company. Is this possible?

If it's a known external party that you know has extension dialing, you can look at the punctuation available for PureConnect dial strings to see if you can input a post connect dial string to pass the extension:  Entering Telephone Numbers

If they don't you could look at collecting the data and then appending it to something that the agent would be able to see, like a simple screenpop or even just a specific attribute that they have access to see in their my interactions view that tells them there is an extension to dial.

Is there a way to allow for customers to input their extension when requesting a callback that is presented through the IVR? When our queues build up we do offer the callback option so customer's do not have to wait, but if it is a large organization it can be challenging to find who it was that called in to our company. Is this possible?

Thanks Aaron, that is helpful for a scheduled call back.

I was referring to the callback feature that is presented to the customers when they call in - so if they want a call back rather than wait on hold for the next available agent. We set up a call data action that pulls the info from the live call, but I did not see a way to allow for a customer to manually input an extension by the customer.  Was just curious if that was possible. 

If it's a known external party that you know has extension dialing, you can look at the punctuation available for PureConnect dial strings to see if you can input a post connect dial string to pass the extension:  Entering Telephone Numbers

If they don't you could look at collecting the data and then appending it to something that the agent would be able to see, like a simple screenpop or even just a specific attribute that they have access to see in their my interactions view that tells them there is an extension to dial.

Is there a way to allow for customers to input their extension when requesting a callback that is presented through the IVR? When our queues build up we do offer the callback option so customer's do not have to wait, but if it is a large organization it can be challenging to find who it was that called in to our company. Is this possible?