Configuring callback slots for a queue

Administrators can establish call slots, each consisting of a set number of available time slots. When callback slots are activated, individuals opting for a callback are presented with a list of potential time slots. They can then choose a suitable time for the callback from the provided options.

Enable callback slots #

Before configuring callback slots for a queue you need to have already configured the call slots. For more information on this please refer to the Managing Call Slots article.

1. In the menu bar click Call Handling > Queues to see a list of Queues
2. Select (or add) the appropriate call queue
3. Click the Callbacks tab
4. Tick the Allow Call Slots checkbox
5. To specify that a callback slot is offered only when the caller’s position in the queue is greater than a specific number:
   • Tick the checkbox
   • Select the position from the dropdown list
6. To specify that a callback slot is offered to a caller only when the waiting time in the queue is greater than a specific number:
   • Tick the checkbox
   • Select the number of seconds from the dropdown list
7. Select a mandatory callback period from the Call Slots dropdown list
   • The call slot must have already been configured
8. To specify that the system audio is played before the Call Slot Audio To Caller, tick the Play System Audio checkbox
   • By default, the system audio is played first
9. Select the mandatory callback-slot option message to play to the caller from the Call Slot Audio To Caller dropdown list
   • This announcement should specify the DTMF key that the caller must enter to hear call slots. For example: “Press 7 to hear a list of times when you can be called back.”
10. Specify the mandatory Call Slot DTMF Key that the caller must enter to hear a list of available callback timeslots. Enter a key in the range 1 to 9, or # or *
    • This must be the same as the DTMF key specified in the announcement. In our example, this is 7.
    • If the caller presses this key and call slots are configured, the caller is then offered the next available callback period with an unused call slot, which they can accept or decline using DTMF interaction.
11. Click Save Changes

Only when queue time is greater than… parameter #

A callback slot is offered to a caller only when their call enters a queue in which calls that have been waiting for this specified minimum number of seconds are already held.

• If this parameter is set to 300 seconds (5 minutes), as soon as there are calls in the queue waiting 5 minutes, a callback slot is offered to the callers. However, if the waiting time is less than 5 mins when a caller joins the queue, the caller will not be offered a callback slot, even when the waiting time reaches 5 minutes.
• If the waiting time is greater than 5 minutes when a caller joins the queue, the caller will be offered a callback slot straightaway. This is useful in that it prevents more calls from sitting in the queue and allows a company’s agents to handle their current demand, and reduce the queue and waiting time before they move onto handling callbacks.

Definitions #

• Allow Call Slots: Whether or not callers can select callback timeslots.
• Only when queue position is greater than: Whether or not a callback slot is offered only when the caller’s position in the queue is greater than a specific number.
• Only when queue time is greater than: Whether or not a callback slot is offered to a caller only when their call enters a queue in which calls that have been waiting for a specified minimum number of seconds are already held.
• Call Slots: The callback period to be offered to the caller. This may contain several time slots.
• Play System Audio: Whether or not the system audio is played before the Call Slot Audio To Caller (below). By default, the system audio is played first.
• Call Slot Audio To Caller: The audio file that is played to the caller, asking them whether or not they want to select a specific time to be called back.
• Call Slot DTMF Key: The DTMF key that the caller must enter to hear a list of available callback timeslots.