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📞 Contact Center Guide
📲 Inbound Call Center Guide
📘 Administrator Guide
📈 Enhanced Call Queue Setup
📞 Allow Users to Request a Callback in a Queue

📞 Allow Users to Request a Callback in a Queue

A queue callback allows callers waiting in a queue to opt out of the queue and enable a callback later when an agent becomes available. This topic describes how to configure callbacks in a queue to reduce caller wait times and increases call efficiency.

Allow users to request a callback by pressing a digit

Procedure

  1. Log in to PBX web portal, go to Call Features > Queue.
  2. Click Edit beside a queue, then click Preferences tab.
  3. In the Callback section, configure the following settings:

Enable Skill-Based Routing

a. Turn on Callbacks.

b. In the Callback Method drop-down list, select Triggered by caller input.

c. Configure the following options:

OptionDescription
Request CallbackSelect this if callers can request a callback when the queue is busy.
Await ConfirmationThe system confirms the caller's request by playing a confirmation prompt.
Request AnnouncementDefine the number of minutes to wait before caller is prompted for a callback.

Queue Callback by Caller Input

  1. In the Prompt section, select the Periodic Announcements field to enable callback announcements in the queue. Queue Periodic Announcements

a. Define the announcement message and set the announcement interval.

b. Click Save and Apply.

Allow users to request a callback after timeout

  1. In the PBX web portal, go to Call Features > Queue.
  2. Click Edit beside a queue, then click Preferences tab.
  3. In the Callback section, configure the following settings:

a. Turn on Callbacks.

b. In the Callback Method drop-down list, select Auto-Triggered after Timeout.

c. Configure the following options:

OptionDescription
Maximum Waiting TimeSet the maximum wait time for a queue.
Automatic CallbackEnable this for auto-triggered callback after the specified time.

Queue Callback by Timeout

  1. Click Prompt, and complete the Periodic Announcement settings:

a. Define the announcement message and set the announcement interval.

b. Click Save and Apply.

What to do next

  • Read the provided examples to know the callback flow.
  • Enable email notifications or other messaging venue which will indicate if a callback failed or succeeded.
  • Query callback statistics whenever needed.

Only saved callback requests are considered done; saved requests will be tracked.

Queue Callback Example

Queue callback example

We provide an example to help you understand the callback flow.

Queue Callback Example Flow

  1. A customer makes a call to a queue, but there are no agents available to answer the call.
  2. After the periodic announcement, the system presents the option for a callback.
  3. The customer requests a callback, and the system confirms it.
  4. If agents are not available, the callback is placed on hold.
  5. The customer's phone rings back when an agent becomes available.
  • By default, the callback number is the phone number that the customer is calling the queue from.
  • The customer can register another callback number if needed.

The length of callback number must be greater than 5.

🛠️ Set up Skill-based Routing for a Queue⭐ Set a Priority for a Call Queue