Changing queue callback settings
Zoom Contact Center admins can enable callback for voice or video engagements to allow consumers to request a callback while in the queue. You can also view callback information using engagement events to see which engagements requested a callback and received one successfully. You can also view which voice engagements have requested a callback by using the active engagements tab or voice calls log.
Requirements for changing queue callback settings
Note: To have this feature enabled, submit a request to Zoom Support.
Callback flow for agents and consumers
If you enable and configure callback, the following process takes place for inbound engagements.
For voice engagements:
- The consumer will hear a greeting prompt notifying them of the callback option.
- The consumer can press a key to accept the callback option and leave the queue.
- If Callback Number is enabled, consumers will hear a message, allowing them to provide a different number for callback than the one they used for the voice engagement.
- When an agent is available for callback, they will receive an inbound voice call notification to start the callback.
- Zoom Contact Center will call the consumer that requested the callback.
For video engagements:
- The consumer will see a pop-up notifying them of the callback option.
- The consumer can accept the callback option.
- The consumer will be prompted to fill out a form to provide their name and email address (required). The form will also ask for their mobile number (optional field) if you enabled Mobile Notification in video callback settings. After submitting the form, the consumer will automatically leave the video engagement.
- When an agent is available for callback, they will receive an inbound video call notification to start the callback.
- If the agent accepts the callback notification, the consumer will receive an email containing the join link for the video engagement.
- If the consumer provided their mobile number in the callback request, they will also receive an SMS message and phone call notification. The SMS message notifies tells the consumer to check their email to join the video call. If the consumer accepts the phone call prompt to join the call, they will join the engagement using their phone.
- The consumer can decline their callback request using SMS or email after receiving the notification SMS or email.
- The agent will be notified in the Zoom desktop client that they're waiting for the consumer to join. The agent will also see the expiration time of the consumer's join link.
Note: International callers cannot be routed into the callback queue. These callers will remain in the queue and wait for the next available agent.
How to enable or disable queue callback
Note: If you have the menu-based interrupt feature enabled on your account, you access callback settings in the Queue Waiting Experience section. To add callback to a voice queue, you need to add a menu-based interrupt option.
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Queues.
- Click the display name of the video queue you want to edit.
- In the Callback Settings section, click the Queue Callback toggle to enable or disable callback.
Note: If you can't enable callback, try increasing the Max Wait Time queue setting. The Max Wait Time must be equal to or higher than the Time to Offer Callback setting. - Change the video callback settings as needed.
Voice callback settings
Callback for voice queue is now set up in the queue’s Interrupts as a menu-based interrupt. To enable callbacks on voice queue, enable Interrupts under the Queue Waiting Experience.
Video callback settings
If enabling callback for a video queue, you can customize these settings:
- Time to Offer Callback Option: Click Edit to change the minimum wait time (in minutes) before callback is offered. Once this time is exceeded, the consumer will hear the Callback Message to offer them the callback option.
Note: This must be less than or equal to the Max Wait Time setting. It's recommended that this setting be less than the Max Wait Time so that consumers enough time to complete the callback request before the Overflow setting is in effect. - Callback URL Expiration: The time before the callback URL expires once it's sent to the consumer and they haven't join the video engagement. Once this time is exceeded, the consumer will not be able to use the callback URL to reach an agent. In addition, the video engagement will end for the agent waiting for the consumer to join the callback video engagement.
- Resend callback URL every _ second(s): Before the expiration time, specify how often to resend the callback URL email notification to consumers. This setting doesn't affect the expiration time.
- Mobile Notification: If the consumer requests a callback, allow them to enter their mobile number to receive a SMS text or phone call notification. The SMS message will instruct them to check their email to join the video call. Consumers can also decline their callback request using SMS or email after receiving the notification SMS or email.
- Callback Timeout: Set the limit for how long the callback will remain as tasks in the queue, with a minimum of 1 hour and a maximum of 24 hours.
- Cancellation Message: Click the toggle to send a message to consumers if callbacks are canceled due to callback timeout. When the callback task reaches the configured callback timeout limit, the consumer will be called. Select the Send an SMS message checkbox to also send the cancellation message via SMS.
- Limit Callback Offer Times: Click the toggle to limit the times during which callbacks will be offered to consumers. Click Edit Schedule to provide callback service within the selected time range.
- Limit Callback Return Times: Click the toggle to limit the times during which callbacks will be returned to consumers. Click Edit Schedule to set the times for returning callbacks.