> For the complete documentation index, see [llms.txt](https://support.portsip.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.portsip.com/portsip-communications-solution/portsip-pbx-administration-guide/16-call-queue/configuring-queue-callback-and-queue-exit.md).
# 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.
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#### 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**
When an agent answers a queue callback call, the PBX places an outbound call to the caller. If a **Callback Outbound Prefix** is configured, the PBX adds it to the beginning of the caller’s number before matching an **outbound rule**.
Use this setting to route queue callback calls through the appropriate SIP trunk.
**Example**
A caller with the number **12345** requests a callback. After an agent answers the callback call:
* **Without a prefix:** The PBX uses `12345` to match an outbound rule.
* **With the prefix `003`:** The PBX uses `00312345` to match an outbound rule.
The matched outbound rule determines which SIP trunk to use and applies any configured number manipulation before sending the call to the trunk. For example, the rule can remove `003` if the trunk requires the original number, `12345`.
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#### 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:
1. The original call **ends automatically**
2. The caller’s **queue position is preserved**
3. 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**
4. 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.
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#### 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**
