What is the callback feature?

Callback is an exclusive feature for call queues. It is ideal for very busy call queues, where callers may have to wait for an available agent for a longer period than usual. The system prompts callers based on their time in the queue, giving them the option to either stay in the queue and wait or take a callback option. 

If the caller chooses to stay in the queue, their position is saved, the call continues as normal, and they wait for their turn to be answered by an agent. 

If the caller chooses the callback option when prompted, the system will ask them to verify their callback number. Once the number is verified, the system will end the call. The caller's position queue is still saved, though. When it is the caller's turn, the system will automatically call the next available agent and connect the agent to the caller.

How do I set this up?

Setting this up on your call queue is easy! 
First off, log into the domain on the portal. 
Once logged in, select the Call Queues option at the top navigation bar.
Once here, find the call queue you want to enable this for and click the edit button.
Navigate to the Pre Queue Options tab
Enable the callback option that is highlighted in green below:
Please ensure that the areas highlighted in red are empty/default like above.
Click on the In Queue Options tab next.
Adjust the Queue Ring Timeout(sec) slider to your desired prompt frequency. This controls how often your callers are prompted by the callback option.
Ensure that the red Highlighted sections are left as empty and No, as the callback feature does not work if these are enabled/set.
The last step is to hit save! 

Additional configurations

If you want to give your call queue agents some time after they finish a call to wrap things up before speaking to the next caller, you can set their wrap-up time(sec). 
To set an agent's wrap-up time, go to your call queues tab again.
Find your call queue and select edit agents. You can do this with either of the 2 red highlighted buttons/links.
Once here, select the edit agent button. 

You can set the agent's Wrap-up time(sec) to your desired time from here.
Hit Save Agent and then Done!