Managing Callback Requests

The queue callback feature helps agents manage queue call volume during peak times, improves the customer experience by removing long wait times on the line, and reduces calling costs. 

Once the caller selects a callback key, their call is ended; they will remain within the queue until an agent becomes available.  The queue timeout controls the total amount of time the caller waits until a callback occurs.  The timeout and ring strategy can be configured and updated by an administrator under the team's settings.

AVOXI Tip: When queue callback is enabled, we recommend you set your Ring Strategies to Round Robin.

Agent Receiving the Callback

  • Once the agent becomes available, they will automatically hear the following message: "This is a callback call, beginning call."
  • If the contact center has a CRM / Helpdesk integration setup, the agent will be presented with a screen-pop that contains the caller's information.
  • If a caller moves from one team to another, they will hear the Queue Callback prompt each time they enter a new queue.
  • If the call recording is enabled, all calls will automatically be recorded.  In addition, agents can pause recording via the web phone.

Blocking a Callback

  • If a caller does not display their incoming Caller-ID or the number is listed as blocked, the caller will NOT be given the callback option.
  • The Queue Callback prompt will play before the pre-set IVR prompts.

Rejecting the Callback

  • If the agent/user rejects the Queue Callback once they become available, it will automatically search for the next available agent.

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