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.

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.
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.

Sign in to the desktop or web app.
From Contact Center > Call queues, select the queue that needs this feature enabled.
From Settings > Callback, enable Queue Callback.
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.
From Caller ID to display to callers, select which phone number you want callers to see when the queue calls them back.
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.
Select Save when finished.
Result: Callers who request an 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.

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