Call Queue Callback Option
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Call Queue Callback Option
Section titled “Call Queue Callback Option”The Queue Callback feature lets callers request a callback rather than waiting on hold. When an agent becomes available, the system automatically dials the caller and connects them to the next available agent — without requiring the caller to stay in queue.
How It Works
Section titled “How It Works”- Caller enters the queue — the call is queued normally.
- Wait threshold is reached — after a configurable wait time (typically 2–3 minutes), the system offers the caller a callback option.
- Caller requests callback — they provide their phone number and hang up.
- Agent becomes available — the system dials the caller’s number and bridges the call to the agent.
Benefits
Section titled “Benefits”| Benefit | Description |
|---|---|
| Reduced abandonment | Callers who can’t stay on hold aren’t lost |
| Better experience | Customers can continue their day without holding |
| Resource efficiency | Reduces simultaneous hold capacity needed |
| Data insights | Callback requests reveal peak demand periods |
When to Enable Callback
Section titled “When to Enable Callback”Configuration
Section titled “Configuration”Queue callback is configured per call queue. To enable it:
- Log in to the Nova PBX portal.
- Navigate to Call Center → Queues.
- Edit the queue you want to configure.
- Under the Callback settings section, enable callback and set:
- Wait threshold — how long a caller waits before being offered callback (in seconds)
- Max callback attempts — how many times the system tries to reach the caller
- Retry interval — time between callback attempts
Contact SIPSTACK Support if the callback option is not visible in your queue settings, as it may require enabling on your plan.