This article teaches users how to configure the Callback option in a Call Queue. The Callback option is used instead of the "If Unanswered" rule in the In Queue Options of a Call Queue.
When a caller requests a callback from the queue, this feature will hold the caller's place in the queue until an agent is available.
Can only be configured by: Reseller, Office Manager, and Call Centre Supervisor user scopes
To enable the Callback option:
- Log in to the Manager Portal
- Go to Call Queues
- Select the call queue to modify and navigate to Pre Queue Options
- Set the 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.
7. Click Save or Next (if you're creating a new call queue).
Note: When "Allow Callback Option" is set to "Yes", then the In Queue Options' Forward to destination OR Send to voicemail (if unanswered) will not work, as shown below.
Correct Way to Configure:
Incorrect Way to Configure:
