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 be called back when an agent becomes available. With callback feature, customers can save time while keeping their positions in the queue, and you can reduce the number of abandoned calls and ensure queue performance.

Allow users to request a callback by pressing a digit

Prerequisites
You have subscribed Enterprise Plan (EP) or Ultimate Plan (UP).
Procedure
  1. Log in to PBX web portal, go to Call Features > Queue.
  2. Click beside a desired queue, then click Preferences tab.
  3. In the Callback section, set up queue callback as follows:

    1. Turn on Callback.
    2. In the Request Callback Method drop-down list, select Triggered by caller input.
    3. In the Digit to press drop-down list, select a value.
      Note: The value can NOT conflict with the Key Press Event value of the queue.

      Customers can press the digit to request a callback while in queue waiting for being answered.

    4. Optional: In the Callback Outbound Prefix field, enter the prefix of an outbound route, which will be used to make the callback.
      Note: Make sure all agents in this queue have permission to use the outbound route, or the callback would fail.
    5. In the Callback Timeout drop-down list, set how long a callback request can be reserved in the queue. If there are no available agents in the queue within the timeout period, the callback request will be cancelled.
      Note: The default timeout period is the queue's Maximum Waiting Time (Path: Queue > Basic > Maximum Waiting Time(s)). You can also select Custom to customize a timeout period.
  4. In the Periodic Announcements section, select a prompt to instruct customers to press the specified digit to request a callback.

    1. In the Prompt drop-down list, select a prompt.
      Note: The available prompts are the ones that you have recorded or uploaded to the system. For more information, see Record a Custom Prompt and Upload a Custom Prompt.
    2. Optional: Set the time interval to play the prompt.
  5. Click Save and Apply.
Result
Customers can press the specified digit to request a callback while waiting in the queue.
What to do next
  • Read the provided example to know the callback flow.

    For more information, see Queue Callback Example.

  • Enable email notifications to queue managers when a callback request is made or a callback failed.

    For more information, see Customize Queue Notification.

Allow users to request a callback after timeout

Prerequisites
You have subscribed Enterprise Plan (EP) or Ultimate Plan (UP).
Procedure
  1. Log in to PBX web portal, go to Call Features > Queue.
  2. Click beside a desired queue, then click Preferences tab.
  3. In the Callback section, set up queue callback as follows:

    1. Turn on Callback.
    2. In the Request Callback Method drop-down list, select Auto triggered after the timeout.
    3. In the Timeout (s) field, select or enter a value.
      Note:
      • The value can NOT be greater than Maximum Waiting Time (s) of the queue.
      • The Timeout is calculated as soon as customers call to the queue.

      After waiting the specified duration of time in a queue, the system plays the callback option to the caller automatically.

    4. Optional: In the Callback Outbound Prefix field, enter the prefix of an outbound route, which will be used to make the callback.
      Note: Make sure all agents in this queue have permission to use the outbound route, or the callback would fail.
    5. In the Callback Timeout drop-down list, set how long a callback request can be reserved in the queue. If there are no available agents in the queue within the timeout period, the callback request will be cancelled.
      Note: The default timeout period is the queue's Maximum Waiting Time (Path: Queue > Basic > Maximum Waiting Time(s)). You can also select Custom to customize a timeout period.
  4. Click Save and Apply.
Result

After waiting the specified duration of time in a queue, the system plays the callback option to the caller automatically. Customers can press a specific digit to request a callback.

What to do next
  • Read the provided example to know the callback flow.

    For more information, see Queue Callback Example.

  • Enable email notifications to queue managers when a callback request is made or a callback failed.

    For more information, see Customize Queue Notification.

Queue callback example

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

  1. A customer makes a call to a queue, but there are no agents available to answer the call.
  2. The customer requests a callback in either of the following methods:
    • After the periodic announcement, the caller presses the specified digit.
    • After waiting a specified duration of time, the caller presses the specified digit.
  3. The customer registers a callback number, then hangs up the call.
    Note:
    • By default, the callback number is the phone number that the customer is calling the queue from.
    • The customer can register another phone number as needed. The length of callback number must be greater than 5.

    The customer's position in the queue is reserved.

  4. Upon an agent is available, the system makes a call to the agent and the customer successively.
    If the agent and the customer both answer the call, the queue call is established.
    Note: If there are no available agents in the queue within Callback Timeout, the callback request will be cancelled.