Overview
Queue Callback is a licensed feature (QCB) that gives callers waiting in a queue the option to receive a callback from an agent when their request reaches the top of the queue.
When a callback request reaches the top of the queue from which it was requested, an outbound call is placed to the phone number of the original caller. If the caller answers the call and accepts the callback, the call is inserted to the top of the queue.
To access Queue Callbacks:
- From UCX Administration, navigate to PBX – PBX Configuration.
- Scroll down on the left navigation panel to Applications section, select Queue Callbacks.
General Settings
These are system wide settings that will apply to all the Queue Callbacks.
| Field | Description |
|---|---|
| Outbound Prefix | This control allows you to configure a prefix that will be prepended to the Caller ID of callers who have requested a queue callback. |
| Ring Time | Time in seconds to wait for an answer when making a queue callback call. |
| Number of Retries | Number of times to retry the queue callbacks when the destination cannot be reached, the callback call is not answered or when no accept/reject response is received. |
| Retry Delay | Time before retrying an unsuccessful queue callback call. |
Add Queue Callback
Step 1 – Create Queue Callback option
To add a Queue Callback, click on Add Queue Callback on the top right corner.
- Enter a descriptive Name for the Queue Callback.
- Select the Minimum Queue Position before the callback option is offered to the caller.
- The Outbound Call ID field can be left blank or enter the desired number.
- Click the Submit button.
| Field | Description |
|---|---|
| Name | Provide a description name for this queue callback. |
| Minimum Queue Position | The minimum queue position in which the queue callback option will be offered (the announcement played to the caller) and a request for the queue callback accepted. |
| Outbound Caller ID | The Caller ID to be used when making a queue callback. This setting can be overridden by outbound Caller ID set in the Outbound Route or in the Trunk configuration. Format: “caller name” <#######> |
Step 2 – Add option to Queue
- From UCX Administration, navigate to PBX – PBX Configuration – Queues.
- Add or modify an existing Queue.
- Scroll down to the section for Periodic Announcements, select the Type as Queue Callback.
- Under Queue Callback, select the option created in Step 1.
Other Considerations
The system will first lookup the Caller ID of the incoming call. If the Caller ID is unknown, then Queue Callback will not be offered to this caller.
The Queue Callback feature is currently available in North America only. The system will check if the Caller ID matches the North American dialing plan, if it does not, then Queue Callback will not be offered to this caller.