The call queue callback is a new feature designed to enhance the experience for your clients calling into your call queues. For example, if someone calls into a call queue and all the agents are currently unavailable, they will now have the option to request a callback. Many clients prefer callbacks to a long wait on hold.
HOW IT WORKS
Office managers and call center supervisors can preset the amount of time a caller will wait before a pre-recorded message kicks in. The system prompt will give them two options: they can choose to press 2 to leave a voicemail or press 3 to request a callback.
If option 3 is pressed the system will read the caller's ID number. The caller can then choose1 to confirm the callback number, or pess hange the number. If the number is changed the system will read back the new number to ensure it is correct.
As soon as an agent becomes available, the agent will get a call. The call will appear to be the same as any other call coming into the queue; however, when they answer, the agent will hear a message asking them to press 1 to confirm the callback. After pressing 1 their phone will automatically dial back the original caller. If they don't press 1, the call will remain on the agent's phone for 10 seconds before redirecting to the next available agent. If only one agent is in the queue, their phone will continue ringing until the call is answered or the caller hangs up (and your missed call statistics will go up).
HOW TO ENABLE CALL QUEUE CALLBACK
1. Navigate to the Call Queue tab. You must be "Manage Organization/Call Center" view to access 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.