Queue Callbacks
Waiting is the only thing a queue has to offer, until you give the caller a way out of it. A digit during the hold releases the line, and what survives the hang-up is a row carrying their number, their name and the queue they gave up on.
Leaving the queue with a callback
offer playing- 1Jonah Pike03:58
- 2Marta Ruiz03:10
- 3Dana Whitlow02:40
- 4Kwesi Adjei01:22
We can call you back instead of keeping you waiting. Press one to be called back, or two to stay on the line.
- Sam Iyer11m agoSupport - EMEApending
- Ola Brennan6m agoBillingpending
- Ravi Menon24m agoSupport - EMEAclaimed - Tom Alvarez
Past the elapsed wait set on the queue step, the music stops and the offer plays. Pressing nothing changes nothing.
Product figures from the platform’s own defaults - not customer averages
How it works.
The offer interrupts the hold
After the seconds you set, the music stops and the offer plays. One digit accepts, another keeps them waiting, and a caller who presses nothing stays exactly where they were with the ring rounds still running.
The hang-up leaves something behind
On the accept digit the line is released and a pending row is written with the number, the caller name, the queue and the call id, so hanging up costs the caller their wait and not their place.
One number, one open request
An open request for the same number inside four hours is reused rather than written again. A caller who rings back, or whose missed call raises one too, does not end up rung twice for a single problem.
Oldest asked, first handed out
The board sorts pending ahead of claimed and then by the moment the request was made, so the order the queue would have reached people in is the order somebody works down.
Two moments in every call.
Every call passes through the same seven. Queue Callbacks is the lit ones, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Trigger
- Elapsed wait in seconds, set on the queue step inside the flow
- Position trigger
- A place in the line as well as a wait in seconds, both set on the queue step
- Keys
- Accept and keep-waiting digits are yours to choose; 1 and 2 unless changed
- Dedupe
- An open row for the same normalised number inside 4 hours is reused
- Place in line
- Not a held slot in the live queue. It is a board row ordered by when it was asked for
- Working a row
- Claim, assign, reschedule, start, complete or cancel; attempts count up on each start
- Prompt
- A recorded file or generated speech, rendered once and reused for later callers
- Dialling
- Somebody claims the row and calls out. Nothing rings the caller back on its own
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
More in Contact Center
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The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See queue callbacks on your own floor.
Thirty minutes, your numbers and your data. We will set queue callbacks up live and you can decide from the thing itself rather than from this page.
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