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  - Callback dialling uses the main DID (cannot be agent extension) for caller ID
  - If the customer doesn't answer the callback, the system leaves no voicemail; callback is considered failed and not retried automatically
  - Callback integration with voice workstreams requires Power Automate trigger and agent assignment logic
+ - Direct callback requests that go nowhere are **closed automatically after seven days**
+ - Microsoft now steers you towards [customer-first direct callback](feature-customer-first-direct-callback.md) to cut representative idle time on callbacks. Enabling it makes it the default callback experience and **you can't revert to classic direct callback**
+ - The `CCaaS_CreateProactiveVoiceDelivery` API in the Proactive Engagement solution schedules callbacks from outside the queue entirely — web, mobile apps, voice and chat agents
  
  ## When to use / skip
  Use callbacks if you've got traffic spikes, seasonal peaks, or average hold time over 2 minutes. They cut abandonment and CSAT improves. Skip if you always have agents ready or don't have outbound dialling capacity to spare.
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  - **Callback prompts use text-to-speech.** Custom audio requires ACS recording setup.
  - **Agent unavailability orphans callbacks.** If the assigned agent goes unavailable, the callback may hang or auto-reassign. Clarify how this works.
  - **Callback reporting is custom.** Abandonment rates, completion rates: not in the standard dashboards. You'll build them yourself.
+ - **Turning on customer-first direct callback is a one-way door.** It becomes the default callback experience for the environment and there's no route back to classic direct callback. Decide which model you want before anyone flips it in production.
+ - **Seven-day auto-close on direct callback requests.** A request that never connects disappears rather than sitting in a backlog, so anything relying on old callback records needs its own retention.
  
  ## Consultant notes
  
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  ---
  
- *Source last updated: 2026-04-30 | Worth revisiting if callback automation expands or Copilot Agents integrate with callback*
+ *Source last updated: 2026-09-16 | Worth revisiting if callback automation expands or Copilot Agents integrate with callback*