Quick Answer
Auto Followup call (P2P) automatically redials missed-call or voicemail customers by connecting the original agent—or a fallback agent—with the caller after a preset delay, within defined business hours.
Feature Overview
• Auto Followup is a MyOperator callback feature that works only for Incoming missed calls and voicemails.
• It dials the agent and customer automatically; the agent does not choose when to call back.
• The mechanism is similar to normal Callback, but automation ensures immediate response required by sectors such as banking or hospitals.
• Alternate name used internally: “Auto Followup call (P2P)”.
Problem the Feature Solves
When an agent misses a customer call, standard Callback leaves it to the agent to decide whether to dial back in 5 minutes, 1 hour, or any time before the configured expiry. Auto Followup eliminates this manual step so urgent calls are returned instantly.
How Auto Followup Works
1. A call is missed on the IVR or the caller leaves a voicemail.
2. MyOperator automatically creates an Auto Followup entry.
3. An outbound call is initiated that bridges:
• The agent who was involved in the missed interaction, or
• The fallback agent if no agent was associated with the call.
4. The customer’s phone rings as soon as the agent answers, completing the connection.
Available Settings
- Fallback Agent: Route calls missed “without any agent” to a predefined fallback agent.
- Callback Time: Delay before the outbound leg starts, expressed in seconds.
- Start Time, End Time, Days: Business-hour window identical to IVR timing. Calls that occur outside this window are queued. Example—If office hours are 9 AM–7 PM Monday–Friday and a missed call arrives at 8 PM Saturday, the Auto Followup is scheduled for Monday 9 AM.
Eligibility
Only clients with OBD v2 (Outbound Dialer version 2) enabled in their account can activate Auto Followup.
How to Enable
Raise a Jira request containing:
BAN
Fallback Agent
Callback after (in seconds)
Start time
End Time
Days
Toll Free Compatibility
Auto Followup functions on both Toll Free and non-Toll Free numbers.
Keywords
auto followup call, P2P callback, missed call automation, voicemail followup, fallback agent, callback time seconds, OBD v2, MyOperator, toll free, Jira enable, IVR timing
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