Set Up Callbacks for a Queue
Discover how you can set a call queue to accept and facilitate callbacks for callers waiting in the queue.
Table of Contents
Configure Callback for a Queue
The Allow Callback option setting enables the callback feature of the queue for callers that have been waiting in the queue longer than the time set by the Queue Ring Timeout setting of the call queue.
Set a Queue Ring Timeout
To have the call queue recognize when it will need to give callers the option to set up a callback, the Queue Ring Timeout will need to be adjusted.
The Queue Ring Timeout determines how long callers can wait in the queue before being offered a callback or following a destination set with the If unanswered option.
To set the Queue Ring Timeout…
- Navigate to the Call Queues page.
- Click the Edit
icon next to the call queue needing this change.
- Visit the In Queue Options tab.
- Use the Queue Ring Timeout slider to set how long (in seconds) the queue should ring all agents for.
- Ensure that Enable voicemail is set to Yes.
- Ensure that the If unanswered drop-down is set to Stay in queue.
Allow Callbacks
To set the queue to allow callers to set up a callback, we will need to enable the Allow Callback option setting.
To enable this setting…
- In the Pre Queue Options tab, click the Allow Callback option drop-down and select Yes.
- Click the Save button.
The Callback Process
Once the caller has waited longer than the queue ring timeout, they will be prompted by the queue to…
-
Press 2 to leave a voicemail.
Note: This option will leave a voicemail in the call queue's voicemailbox.
To check the call queue's voicemailbox, you can either…
– Log in as the call queue in the web portal.
– Dial 03 and the n number of the call queue and press star (*).
– Doing this will allow you to enter the call queue's voicemail PIN.Alternatively, you can go into the call queue's Voicemail tab and set the queue to copy voicemails to a different extension:
- Press 3 to keep their place in the queue and receive a callback when an agent becomes available.
- Press # to return to the queue to continue waiting.
If they press 3 to receive a callback, they will be prompted to either…
- Press 1 to confirm their number is correct for a callback.
- Press 2 to enter a different phone number to receive the callback.
When an agent becomes available in the queue, they will receive a call from the queue itself. This call will notify them that they are receiving a call to complete a callback.
When the agent presses 1 to connect the call, the call queue will call the callback number left by the caller.
View the Callback Call Process in Your Call History
When you view your Call History page, you can view how a callback is initiated, when the agents' phones ring to take a callback call, and who accepts the callback call from the queue.
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