Managed Voice / Skills-Based Routing

Queue Callback

Queue callback (letting a waiting caller request a call back later instead of staying on hold, while keeping their place in line — see Glossary) offers a caller a choice: keep waiting live, or hang up and get called back automatically once it’s their turn.

How does a caller actually request this?

While on hold, they hear an offer — “Press 1 to keep waiting, or press 2 for a callback instead” — and if they choose the callback option, they can hang up immediately without losing their position in the queue.

Does choosing a callback mean they lose their place in line?

No — that’s the entire point. Their position is preserved exactly as if they’d stayed on hold, and the system calls them back automatically the moment it’s their turn, connecting them straight to the next available person.

What happens if the caller doesn’t answer the callback?

You define the behavior — the system can retry a set number of times, or drop the caller back into the queue at their original position (or the back of the line, depending on your policy) if the callback attempt goes unanswered.

Does this reduce our reported hold times?

It removes the caller from actively waiting on the phone, which improves their experience directly, though your reporting typically still tracks the full time from their original call to when they were finally connected, so you get an honest picture of total wait rather than a number that looks artificially better.

Is this available for a simple ring group, or only in a full contact center queue?

It’s available at both levels. At the ring-group level it’s a straightforward wait-or-callback choice; in a full contact center queue it integrates with Queue Callback reporting and priority handling for larger call volumes.