Configure Callback for a Call Queue
Written by Marissa Orsini
Updated at June 12th, 2023
Table of Contents
Scope
Intended Audience: All Users
This article outlines how to enable the callback option for call queues. Callback can be used instead of the Forward if Unavailable Option and allows callers to keep their place in line while waiting for a callback.
Requirements
- Office Manager/Call Center Supervisor Access to Manager Portal or higher
Enable Callback Function
- Log in to the Manager Portal
- Navigate to Call Queues
- Select the call queue to modify and navigate to Pre Queue Options
- Set Allow Callback option to Yes
- Ensure Forward if unavailable is not set. The callback function will not work if this option is configured
- The frequency at which callers are prompted for a callback is set by Max Expected Wait. For example, if Max Expected Wait is set to 20, callers will be prompted to leave a callback every 20 seconds.
- Click Save
What to Expect
While waiting in the call queue, the caller will be prompted for a callback. The caller will be given the option to stay in the call queue or receive a callback. If the caller opts to leave a callback, the PBX will confirm their callback phone number and end the call.
When the caller's turn comes up, the PBX will call the queue first. Once an agent answers the call, the PBX will connect the call back to the caller's phone number.