Callback Queues

Updated: April 9, 2024

Go to: Contact Center > Callback Queues

Callback Queues are configurations designed to allow callers that are waiting on hold to be called back.

Click Create Call Back Queue to begin.

Name. Create a name for the callback queue.

Description. Provide an description of the queue. (Optional)

Extension. Create an numeric extension. (Optional)

Caller ID Strategy. Caller ID strategies that were created from the Caller ID Strategies page can be used here. (Optional)

Ring Time. This setting (in seconds) sets the amount of callback ring time before the call is terminated.

Retries. This setting sets the number of attempts to try recalling the contact if they don't answer the call.

Retry Delay. This setting (in seconds) sets the amount of delay time between each retry.

Queue Periodic Announcement. If this call back queue is to be used on a queue's "Callback Queue" setting, this feature allows custom audio to be played back to callers waiting on hold that can prompt them to press "1" for a call back. If no custom audio is used, the system's default audio is played, instructing them to press "1" for a call back.

Call Back Number Prompt. After pressing "1," the caller is instructed to enter their phone number. This feature allows custom audio to be played. If no custom audio is used, the system's default audio is played, instructing them to the enter their phone number. After entering a phone number they must press "#."

Call Back Prompt. When contacts are called back, this feature plays audio instructing them to press "1" to be connected to an agent. Custom audio can be used here. If no custom audio is used, the system's default audio is played.

Queue. Select a queue to re-enter when the waiting caller has been called back. A queue selection is required in order to initiate a call back.

Queue Position. When re-entering a queue after a call back, set to it "1" for the caller to be place at the front of the queue and be connected the next available agent.

After the callback queue has been created, it's added to a queue's "Callback Queue" dropdown menu selection, which is under the "Waiting for An Agent" settings section.

Callback Queues, in conjunction with Queues, are effective for inbound strategies. It helps manage call flow, reduces caller hold time, and improves overall customer experience.