Sacha Korchinski

Hi @...,

I've raised this with the advocacy team and they actually directed me to this forum. 

Currently, there's no option in Talk to change/switch numbers to make/call those callback requests. The only workaround is making an outbound call (from the ticket or Talk console) then entering the phone number and setting the line we want to make the outbound call from.

This isn't exactly a workaround and it sounds like I'm going to have to turn off the Call back feature which is a shame because it would actually provide a really good experience for customers if the calls didn't drop immediately after accepting the request. 

Please let me know if you have any suggestions.

When a customer dials our 1300 number and requests a call back, our agents are experiencing drop outs when accepting the call back request and returning the call. 

There are no issues dialling out using the local 02 number, however, they need to manually switch lines every time they want to make an outbound call.