How do I set up auto-queue callback?
Set up auto-queue callback to allow callers to hold their place in a queue without having to remain on the line. Available for Core, Complete, and Support Center (post June 9th, 2020) customers.
Before you begin: You must be
set up as a user and be assigned the
Admin role. This can also be done from your
admin portal if you have access permissions.
- There are current limitations to note:
- The pre-recorded prompts and the key in code (#) cannot be customized. They are available in english only.
- If the caller does not have a valid caller ID, they will not be offered the callback option, regardless of the wait time threshold being exceeded.
- The prompt inviting them to opt-in to the callback will only be played once when the caller first enters queue. The caller can press # any time after the prompt to accept.
- The prompt will not include the estimated wait time.
- This can also be done from the Contact Center tab inside of the admin portal.
- Callers who opt to have auto-callback will be given the option to input their desired callback number.
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.