Call Queue Callback Option

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Call Queue Callback Option

Queue callback lets a caller who is waiting in a call queue keep their place in line and hang up instead of holding. When it is their turn, SIPSTACK rings one of your agents first and then calls the caller back, so the caller is never left waiting on hold for an agent to pick up.

Queue callback is included with Nova Ultra.

How It Works

1. The caller joins the queue and waits as usual.
2. The callback is offered — after the wait you set, the caller hears: “To keep your place in line and have us call you back, press 1.”
3. The caller confirms their number — we read back the number they are calling from. They press 1 to confirm it, or press 2 to enter a different 10-digit number. Callbacks go to US and Canadian phone numbers only.
4. The caller hangs up and keeps their place in line. Callers who do not press 1 simply stay on hold.
5. When it is their turn, an agent in the queue is rung first. Once the agent answers, the caller is called back from the number they originally dialled and connected to the agent.

If the caller doesn’t answer, we try again a few minutes later, up to 3 times in all.

Callback Hours

You can limit callbacks to set hours, such as your business hours, by choosing one of your time conditions. A caller who asks for a callback outside those hours is called back once the hours open. A callback that cannot be placed within 24 hours of the hours opening is dropped.

Call Recording

If calls in the queue are recorded, the person being called back hears the recording notice before the call is connected, just as on any other recorded call.

When to Enable Callback

Tip

Callback is most valuable when average queue wait times exceed 2 minutes. If calls are typically answered in under a minute, offering callback may not be warranted — the caller may be connected before they can finish asking for a callback.

Caution

Callbacks ring an agent first, so make sure the queue has agents logged in during your callback hours. Otherwise callbacks wait until an agent is free.

Configuration

Queue callback is set up per call queue:

1. Log in to Switchboard.
2. Go to Nova → Queues and edit the queue.
3. Open the Callback tab and turn on Offer callback.
4. Set:
   • Offer after (seconds) — how long a caller waits before hearing the offer. 0 offers it as soon as they join the queue.
   • Callback hours — when callbacks may be placed. Choose Any time or one of your time conditions.
   • Most callbacks waiting — once this many callers are waiting for a call back (1 to 50), new callers are not offered one and stay on hold.
5. Save the queue.

The Pending callbacks list on the same tab shows every caller waiting for a call back, in the order they will be called, and lets you cancel one. Finished callbacks stay in the list for 24 hours.

If the Callback tab says callback is included with Nova Ultra, upgrade your plan to turn it on.

Related Resources

• Call Center — Nova PBX Docs
• Configuring Ring Groups
• Configuring an Auto Attendant