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Set up auto-queue callback

Set up auto-queue callback to allow callers to keep their place in a queue without having to remain on the line.
Before you begin: You must be set up as a user and be assigned the admin role.
There are current limitations to note:
  • The pre-recorded prompts and the key in code (#) cannot be customized. They are available in English only.
  • The prompt inviting callers to opt-in to the callback will be played once when the caller first enters the queue. After the prompt, callers can use the specified keypad options at any time.
  • The prompt will not include the estimated wait time.
  • If the caller does not have a valid, supported caller ID, options will differ (see scenarios below).

Callback opt-in flow scenarios

  1. Caller has a valid, supported caller ID
    The callback prompt will advise the caller:
    • Press # to request a callback to their original Caller ID number.
    • Press 1 if they wish to input a different callback number.
  2. Caller has a prohibited/disallowed or missing caller ID
    The callback prompt will only offer:
    • Press 1 to input a callback number (callback to original number is not possible).
    The caller will be prompted to confirm their entry:
    • Press 1 to confirm the number.
    • Press 2 to re-enter a different number.
  3. Invalid callback number
    • If a caller inputs a number that is not supported by the callback configuration, an error message will play.
    • The caller will be prompted to enter a valid number.
    • After three invalid attempts, the caller will be returned to the queue to continue waiting (and listen to music or announcements).

Callback setup

  1. Sign in to the desktop or web app.
  2. From Contact Center > Call queues, select the queue that needs this feature enabled.
  3. From Settings > Callback, enable Queue Callback.
  4. From Caller Wait Time Threshold, enter the desired amount of time for the threshold in seconds, minutes, or hours. Alphabetic characters are not accepted.
    Important:
    • If the threshold is set to greater than 0, this means the callback option will be immediately offered when the average caller wait time exceeds the determined threshold, which is calculated within the last 15 minutes. If there have not been calls in the last 15 minutes, the average wait time is below the threshold, or there are agents available in the queue, the callback option will not be offered.
    • If the threshold is set to 0, this means the 15 minute calculation will be ignored and the callback option will be offered to every call if there are no available agents in the queue.
  5. From Caller ID to display to callers, select which phone number you want callers to see when the queue calls them back.
  6. Select which types of phone numbers you want to allow the system to call. This will override the dialing permissions of agents and users logged into the queue.
  7. Select Save when finished.

    Result: Callers who request an auto-callback will be led through the prompt flows above, and can either use their caller ID or input a new callback number, based on their caller ID status.

What to do next: Ensure your supervisors know they will see a callback tag on the entry in the Waiting table of the queue detail page inside their Supervisor Dashboard when a caller has opted for a callback. Ensure your agents know how to handle a callback request.
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