If the caller wait time exceeds the Queue Ring Timeout and Allow Callback option is enabled, the caller will be prompted to call back later, stay in the queue and get a call back from an available agent, or leave a message. If the caller opts to stay in the queue and leave a callback number, the PBX will automatically call the next available agent. When the call is answered, the agent will receive a message saying that the call is being connected to a customer. The agent will then be prompted to press 1 to accept the call, though they can press any other key and it will also accept the call. If the agent chooses not to accept the call for any reason, they simply need to hang up and the PBX will automatically go on to the next available agent in the queue until the call is accepted.
Callback option for Call Queues Print
Modified on: Sun, 7 Jun, 2020 at 11:13 AM
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