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 normalized 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
- Dialing
- 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
21 capabilitiesFlows, queues, oversight and compliance screening on lines we run ourselves.
Decide what happens when your number rings, then walk a test call through it before a customer does. Thirty-nine nodes, nine categories, one canvas.
Coach a rep mid-call without the customer hearing it, then join outright if it turns. Moving between the three never drops the call or rings anyone again.
Reps stop sitting through ring-outs. More lines open than you have people, paced off your live answer rate, and the abandonment cap you set is a ceiling.
Hand the tempo to the rep on one campaign and take it back on the next. Preview waits for them to read the record; power opens lines the moment they are free.
Reps stop greeting voicemail. The line is judged person or machine before a headset is involved, so what lands in one is somebody who said hello.
Decide what callers hear in the first ten seconds, and where the ones who press nothing end up. Fifteen starting templates, built as a step in the flow.
Stop the same two people carrying the floor. Six answers to who gets asked first, changed on the queue you already have rather than built again from scratch.
A caller reaches somebody who can actually help. Agents short of the skill a queue asks for never see the call, and a failover catches what nobody can take.
Your best account stops waiting behind everybody else. Flag the lead and they skip the welcome and the cap, while aging keeps ordinary callers from starving.
Nobody re-explains themselves to the next person. Send the call straight on, or speak privately first, or merge to three and walk out without ending it.
When a call is disputed, who said the line is read off its own channel rather than argued out of the wording. Both sides captured, merged into one file.
A rep never has to choose which of your numbers to call from. Every one they may use is scored against the person being dialed, and they can still override.
The check runs before the number is dialed, not as a report on Monday. Federal DNC, known TCPA litigators and your own list, each block written down.
Buy the number and it already knows where to send its calls. Search live carrier inventory, filter by country or by the digits it ends with, then claim it.
One number reaches a whole country and the caller pays nothing for it. Toll-free routes through the same flows and bills from the same wallet as local lines.
Selling into a country you have no office in still means a number that looks local. Four carrier providers, so a new market is a purchase, not a project.
The extension is the person, not the device. One number reaches your rep, and a live call walks from browser tab to desk phone without either side noticing.
Closed is a fact about the clock, not something each flow decides alone. Write the week and the holidays once and every queue and campaign shuts with you.
Where a supervisor picks which call to join. Every conversation currently up, who is on it, the queue it came through and how long it has run, changing live.
Text from the numbers you already call on. The thread sits beside the calls to that contact rather than in a second app nobody on the floor ever opens.
Everything a caller hears that is not a person. Before you replace a prompt, the page names the menus, queues and mailboxes still playing the one you have.
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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