On-hook waiting/Callback

Author Shawn Ketabchi

Last updated: January 16th, 2024 by Ellinor Niklasson

On-hook waiting or Callback is an additional service you can add to your hunt groups/queueing system. This means that the person calling can leave their phone number and choose to get a callback instead of waiting in the queue.

The PBX – not an agent – will make the call to the customer, so these outgoing calls will generate a cost since the PBX doesn’t have a rollover call plan.

To activate this in a queue, all members must have the CC Pro‍ add-on.

When you click on the menu and decide to activate on-hook waiting, you will be presented with the feature settings. 

How often should the sound be played?
This decides how often the caller will hear the message that they can get a call back instead of waiting in the queue.

Position in the hunt group
Meaning how many callers should be in the queue before you get offered a callback instead. 

Offer on-hook waiting to other callers
Here you can choose between three alternatives. If you pick option two or three, you will set how many seconds it will take before the caller is offered a callback.

Caller ID for redial
If you want to show a different number than your queue number when you make the callback, you can change it here.

When it comes to the actual callback, you can administrate the settings in a couple of different ways, depending on how you want it to work.

1. Before it is the caller's turn (The member's time is precious)
This setting decides when the caller will get the callback. As in the picture, the caller will get a callback when placed third or lower. This number is changeable.

2. When it is the caller's turn (the customer's time is precious)
The caller will reserve their place in the queue and will get a callback when the call has gone to the front of the queue.

Sound for the caller
When it is time for the caller to get their callback, the agent in the queue will get a call, and the chosen sound will be played. Then the callback will begin.