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.
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

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.
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.
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

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.

Note: See the section below, Callback thresholds FAQ for more information on when a callback is offered to the caller.
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 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.

Callback thresholds FAQ

Callback thresholds determine when the callback option is offered to callers based on recent wait times and agent availability. Depending on your chosen settings, callbacks are either offered only during high wait times (using a 15-minute average), or to every caller when no agents are available.

Threshold greater than 0: We check the average wait time for callers from the last 15 minutes.
- If this average wait time is above the chosen threshold, and there are no agents available, the callback option is offered to the customer.
- If there were no calls in the last 15 minutes, the average wait time is below the threshold, or there is at least 1 available agent, the callback option is not offered to the customer.
Threshold Set to 0: The 15-minute calculation is ignored.
- If there are no available agents, the callback option is always offered, regardless of caller wait times.

Threshold	Calls in the last 15 minutes?	Avg wait time (15 min)	Agents available?	Callback option offered?
> `0`	Yes	Above threshold	No	Yes
> `0`	Yes	Below threshold	No	No
> `0`	No/not enough data (no calls)	N/A	No	No
> `0`	Any	Any	Yes	No
= `0`	Any	Any	No	Yes
= `0`	Any	Any	Yes	No

Note: “Any” means that the value in that column doesn't affect the outcome for that particular row.

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