The Queue Callback feature is only available to Enterprise License holders, use our easy to follow guide to upgrade.  The queue management feature gives Admins/Supervisors the freedom to activate or deactivate the feature based on agent availability and call volume. For a full description of how Queue Callback functions, please click here.

Enabling/Disabling Queue Callback

Use the below step-by-step guide activate the Queue Callback feature:

• Login in to your AVOXI account as an Admin/Supervisor
• Click the "Teams" section located on the left-hand navigation bar (1)
• Under the "Team Name" column select the "Team" for which you wish to activate the Queue Callback feature (2) 
• AVOXI Tip: Queue Callback is configured at a team level, not an organization level.  This gives Admins/Supervisors the ability to activate the callback functionality on select teams.  We recommend you set your Ring Strategies to Round Robin, also view our team configuration guide.
• On the "Settings" page select the "Queue Callback" feature tab (3)
• If you are currently a Contact License holder, you can use the upgrade link and user guide to upgrade now.
• Use the toggle switch to enable/disable Queue Callback on your selected "Team" (4)
  • AVOXI Tip: The toggle shows grey when disabled and blue when enabled. 
  • AVOXI Tip: Existing waiting calls will not be affected if the callback feature is disabled while there are callers in the queue waiting for a callback. 

Setting Queue Callback Timeout

This is the timeout setting predicating the maximum time that a callback call waits in the queue before being counted as abandoned. The minimum value is 1 minute and the maximum value is 240 minutes. (5)

AVOXI Tip:  Administrators have the ability to configure custom Queue Callback prompts.