Core: Understanding Inbound Callbacks and Reporting

This article provides a complete overview of how inbound callbacks work, how to access your callback data, and how to read the associated reports and statuses.

Where to Find Inbound Callbacks

Inbound callback reporting can be found by using the waffle menu to navigate to Core >> Callbacks

You’ll land on the Inbound Calls view, where you can filter, sort, and export your data.

What It Is

All Core numbers, whether used for voice or messaging, are callback-enabled by default. This means that when a consumer attempts to call back a number used during prior engagement (regardless of whether they answered the original call or replied to the message), that inbound call is automatically routed back to your pre-selected destination and reported within the Callbacks section of Core.

Routing of these inbound calls is determined by:

• Dynamic rules configured within Aegis transactions, providing robust, dynamic, per-engagement routes
• Default routing settings in your Core campaign configuration, should Aegis not be in place, or should a from number fail to be passed on an Aegis transaction

Why This Matters

Inbound callbacks are one of the highest-intent signals you can receive. These are individuals who are actively choosing to engage, often because they missed the original call, have questions, trust the Core number, or are ready to take action.

As a result:

• Org-wide contact rates increase by creating additional opportunitiesto connect
• Right-party contact (RPC) success improves, especially when callback routing is paired with intelligent IVRs as the caller's ANI is always presented on connection
• Conversations, conversions, and resolution rates rise, due to the ability to communicate with the individual at their moment of interest, when they choose to engage

This capability is yet another powerful benefit of the Core platform, especially when combined with our Engage and Aegis services. Unlike traditional outbound-only solutions, Core ensures that every campaign also supports and tracks the full lifecycle of engagement, including consumer-initiated callbacks. These calls are fully reportable, searchable, and auditable in real time. Most importantly, these valuable engagements require no additional BI tooling, analytics, or even the use of the Pure CallerID UI, as they are directly connecting into your existing platforms of service, and existing reporting.

Operational Guidance

It’s critical that your inbound campaigns, IVRs, and support queues are adequately staffed and prepared. Because Core drives high volumes of successful inbound re-engagement, you should anticipate, and plan for a noticeable increase in inbound callback volume. Be sure to:

• Monitor your callback reports regularly, focusing on long queue times, higher dropped call rates, and increased talk time / agent availability issues
• Include callbacks in your performance tracking and campaign ROI analysis
• Use the data to optimize routing, queue management, and agent readiness
• Ensure results from these inbound engagements are properly cached for outcomes, to properly block further engagement attempts through Aegis should you have successful/complete outcomes from these inbound callbacks

By leveraging inbound callback data, your organization gains an additional layer of value and accountability, further proving the performance of Pure CallerID across the entire customer engagement journey.

Troubleshooting Tip

If you are not seeing a lift in inbound callbacks, that’s an immediate signal that something may not be configured correctly. It could indicate:

• Core numbers are not being properly inserted into outbound engagements
• Dynamic routing rules are misconfigured or missing
• Inbound flows (queues, IVRs, routing paths) are not operating as expected

Because callbacks are a natural outcome of Core’s optimized outbound engagement, their absence is often a sign worth investigating, immediately. We strongly recommend reviewing your Core campaign settings, Aegis routing logic, and inbound system behavior and staffing to ensure everything is aligned. This small check can help validate that you're capturing the full performance lift Pure CallerID delivers.

Filters and Controls

You can adjust and customize your view using:

• To / From filters to inspect specific numbers
• Campaign selection to isolate by campaign or view across all
• Timezone control, defaulting to your location but adjustable for 1:1 reporting
• Date pickers with presets (Today, Yesterday, etc.) and custom ranges

By default, the system displays:

• All To / From numbers
• All campaigns
• Your local timezone
• Today’s data

You can export the currently viewed time period using the download button.

Webhooks for Inbound Callbacks

If you want real-time notifications when inbound callbacks occur, you can configure a webhook. Click here to learn more about webhook configurations.

Reading the Data

Inbound Call Status Definitions

Example reasons for UNAVAILABLE follow:

• Caller ID is anonymous and calling a Toll-Free number (Toll-Free will not accept anonymous)

• Inbound FROM number is flagged as spam by carriers (e.g., 608 error codes)

• The TO number dialed is invalid or unassigned (e.g., 603 or example like 888-555-1212)

• The route to destination is unavailable due to carrier issues or restrictions

You may see historical records with CONGESTION, CHANUNAVAIL, or blank statuses. These were legacy system values and no longer appear in active reporting. Status values have been normalized as of July 30,2025.