Call Queue Callback

The call queue callback feature improves the experience for callers when agents are unavailable. Instead of waiting on hold, callers can request a callback. The callback option is preferred by many clients over long hold times.

Contact Customer Success to Enable this Feature!

If you want the call queue callback feature for your organization, a member of our Success Team must enable it for your domain. 

Email, and a team member will respond within 1 business day to schedule a call. 

Once the callback is enabled, you will see the feature in the "Pre Queue Options" while configuring call queues in the Sonar portal.  


What is Call Queue Callback?

Office Managers and Call Center Supervisors can set a specific wait time for callers before a pre-recorded message is played. This message offers two options: 

  • press 2 to leave a voicemail, or,
  • press 3 to request a callback.

If option 3 is selected, the system reads the caller's ID number. The caller can press 1 to confirm the callback number or another key to change it. The system then reads back the new number for confirmation.
The callback number must be a direct dial, as the system only accepts 10-digit numbers. Numbers requiring an extension are not supported.

When an agent becomes available, they receive a call that appears like any other queue call. Upon answering, the agent hears a message to press 1 to confirm the callback. After pressing 1, their phone automatically dials back the original caller. If the agent does not press 1, the call remains on their phone for 10 seconds before redirecting to the next available agent. If only one agent is in the queue, their phone will keep ringing until the call is answered or the caller hangs up, potentially increasing missed call statistics.


How to Enable Call Queue Callback 

You must be Manage Organization/Manage Call Center to access the Call Queue tab. 

1. Navigate to the Call Queue tab. 

2. Choose the queue you want to enable the callback feature for and click the queue nameEnsure you are in the Pre Queue Options tab and change the Allow Callback Option to Yes.

4. Click Save.


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