Queue callback

How it works

1. 1.

   Turn on callback in the queue settings and choose after how many seconds it is offered, from 15 to 600

2. 2.

   While waiting, the caller hears an offer to press 1 to be called back without losing their place

3. 3.

   They confirm the number they are calling from, or enter another one; a caller with a withheld number enters theirs

4. 4.

   They hang up: their place is kept in the queue, at the time they joined it

5. 5.

   When their turn comes, the agent answers and hears that it is a callback, then the phone system calls the customer, showing the number they had dialed

6. 6.

   No answer: a new attempt two minutes later, at the head of the queue, three attempts at most

Use cases

• Customer service at peak times: instead of waiting ten minutes, the customer hangs up and keeps their turn.
• Calling from a mobile on the move: the customer does not stay on the line, and is called back as soon as an agent is free.
• Small team: two agents handle the queue, and no customer is lost while they are on calls.
• Technical support: the customer gives the number where they can be reached, not the switchboard they are calling from.

Benefits

• Fewer abandoned calls: customers no longer have to choose between waiting and losing their turn.
• Arrival order is respected: the callback happens when the customer's turn comes, neither sooner nor later.
• No premium-rate or emergency number, nor one from a country you have blocked, can be called back.
• The agent knows it is a callback before the customer answers.
• Live monitoring shows every request, and a supervisor can cancel those still waiting.
• In the call history, the callback is a call from the agent's extension to the customer, recorded under that extension's rules.

Examples

• A customer has been waiting for a minute in the Support queue, presses 1, confirms their number and hangs up. Eight minutes later, at their turn, an agent hears that a waiting customer is being called back and the customer answers.
• The customer's line is busy: the agent hears it, and a new attempt takes place two minutes later, at the head of the queue.
• A customer calling from a withheld number enters the number to be called back on, hears it read back digit by digit, then confirms it.

In the panel

Read the guide: Proposer le rappel sans faire perdre sa place à l'appelant