Enable callback for a call group

Let callers hang up and keep their place in the queue, instead of waiting on hold or giving up entirely.

Let callers hang up and keep their place in the queue, instead of waiting on hold or giving up entirely.

What it does

A caller who has waited a while is offered a callback. They hang up, keep their position, and the system calls them when an agent is free.

The point is not politeness. Callers who abandon a queue usually try again later, so the call arrives anyway, just at a worse moment and with a more annoyed customer.

Enable it

1. In WMS, go to Dialplan > Call Groups.
2. Select the group and open its settings.
3. Enable callback and set when it is offered.

When to offer it

Not immediately. A caller offered a callback after ten seconds concludes you never answer the phone. Offer it once the wait has become genuinely inconvenient, which for most support lines is somewhere past a minute.

Check the number is usable

Callback works from the number the person called from. Someone calling from a switchboard or a withheld number cannot be reached that way. Make sure your setup handles that rather than silently failing.

Dedicated queues

Callbacks can be routed to a specific queue rather than back into the main one, which lets you handle them with a small dedicated team. Worth doing if callbacks are frequent enough that they would otherwise compete with live calls.

See also

• Create call groups and pickup groups
• Choose a call distribution strategy