Configuring Queue Callback and Queue Exit
Queue Callback
A callback allows callers to request a return call instead of waiting on hold when agents are unavailable. In contact center environments, callbacks help reduce queue congestion, improve agent efficiency, and enhance customer experience by eliminating long hold times and potential long-distance charges.
By offering callbacks, customers can retain their position in the queue and receive a call back automatically when an agent becomes available.
Callback Configuration Overview
Tenant Administrators can configure and manage callback rules for call queues. When enabled, the queue can automatically offer callers the option to schedule a callback while preserving their queue position.
Callback Outbound Prefix
You can configure a Callback Outbound Prefix to ensure that callback calls match an appropriate outbound rule when dialing the caller.
Callback Outbound Prefix Example:
Assume a caller with the number 12345 requests a callback:
Without an outbound prefix The PBX dials the number exactly as received:
12345With an outbound prefix configured The PBX prepends the configured prefix before dialing. For example, if the prefix is set to 003, the PBX dials:
00312345
This is commonly used for PSTN access codes, country codes, or carrier routing rules.
Callback Trigger Modes
You can configure how callbacks are offered to callers using one of the following modes.
Callback Requested by the Caller
In this mode, the caller can manually request a callback by pressing a predefined DTMF key (for example, 3) while waiting in the queue.
When the caller presses 3, the following prompt is played:
“Please confirm your phone number in full, followed by the pound key (#), so that we may call you back. Alternatively, if you would like us to contact you on the current number, just press #. To continue holding, please press * and we will be with you as soon as possible.”
Callback Offered After Queue Timeout
In this mode, the callback option is automatically offered after the caller has waited longer than the configured Offered to the Caller After Timeout (in seconds).
When the timeout is reached, the queue plays the following prompt:
“All of our agents are busy at this time. We appreciate your patience. You can continue to hold, or press 3 to keep your position in the queue and schedule a callback.”
If the caller presses 3, the following prompt is played:
“Please confirm your phone number in full, followed by the pound key (#), so that we may call you back. Alternatively, if you would like us to contact you on the current number, just press #. To continue holding, please press * and we will be with you as soon as possible.”
Callback Completion Flow
Once the caller confirms their phone number:
The original call ends automatically
The caller’s queue position is preserved
When the caller reaches the front of the queue:
The PBX calls an available agent
Once the agent answers, the PBX places the callback call to the caller
The callback is considered complete when the caller answers the callback call
Queue Exit Option
Queue Exit Options allow callers who are waiting in a call queue to proactively leave the queue and choose an alternative action, instead of simply hanging up and abandoning the call. This is typically implemented through an IVR option, where the caller presses a designated key on their phone keypad (for example, press 8).
The primary purpose of Queue Exit Options is to improve the caller experience, reduce frustration during long wait times, and lower call abandonment rates by giving callers more control over how their call is handled.
As the screenshot below, once the queue exit option is activated, the caller in the queue can press 8 to exit the queue that call will be forawrd to the ring group which extension number is 6000.
Common Queue Exit Destinations
When a caller exits the queue, the call can be routed to one of the following configured destinations:
Voicemail
Shared Voicemail
IVR
Another Queue
Ring Group
Extension
External Number
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