Enabling call queue callback for Zoom Phone

Call queue callback for Zoom Phone enables callers to request a callback from an agent instead of waiting in queue, while maintaining their original position in the queue.

When callers request a callback, agents receive these requests similar to regular inbound calls. After an agent answers, they stay on the line as the system calls the party that requested the callback.

Requirements for enabling call queue callback for Zoom Phone

• Zoom Phone license
• Account owner or admin privileges with permission to edit phone settings

Limitations for call queue callback for Zoom Phone

Call queue callback for Zoom Phone has the following limitations:

• Callback scheduling is not supported.

How to enable call queue callback for Zoom Phone

Account

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Zoom Phone tab.
4. Under General, click the Callback toggle to enable or disable it.
5. If a verification dialog appears, click Enable or Disable to verify the change.
   After enabling this setting, additional parameters will appear, and you can adjust them if needed.
6. Configure the following options:
   • Initial callback offer: Set the duration a caller will wait in queue before the initial offer to request a callback is made. The default is 45 seconds, with options between 5 seconds and 25 minutes.
     Note: This setting must be less than the max wait time in queue to be effective.
   • Additional callback offers: Select this checkbox if you want additional periodic callback offers to be made to the caller after the initial offer is not accepted. If selected, choose the Loop every interval between offers from options ranging from 30 seconds to 25 minutes.
   • Allow international callbacks: Select this checkbox to permit callbacks to international numbers.
     Notes:
     • Please check your calling plans to determine what additional charges might apply.
     • Calls made by the callback feature are metered.
   • Play a prompt to the agent after they accept the callback request: Select this checkbox to enable the audible prompt played to agents when they accept a callback request. When enabled, you can either Choose from asset library or Add Audio.
     Deselect this checkbox to disable the audible prompt played to agents when they accept a callback request.
     Note: This prompt can be customized to help agents distinguish between regular inbound calls and callback requests.
   • Outbound caller ID: Select the caller ID to be presented when the system makes an outbound call to a party that requested a callback. Options include the DID assigned to the queue or the main company number.
7. Click Save to apply changes.
8. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Site

Note: By default, settings for all queues in a site will follow the account-level settings. Settings can be customized for all queues in a particular site as needed.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click the applicable site name from the list.
4. Click the Policy tab.
5. Under General, click the Callback toggle to enable or disable it.
6. If a verification dialog appears, click Enable or Disable to verify the change.
   After enabling this setting, additional parameters will appear, and you can adjust them if needed.
7. Configure the following options:
   • Initial callback offer: Set the duration a caller will wait in queue before the initial offer to request a callback is made. The default is 45 seconds, with options between 5 seconds and 25 minutes.
     Note: This setting must be less than the max wait time in queue to be effective.
   • Additional callback offers: Select this checkbox if you want additional periodic callback offers to be made to the caller after the initial offer is not accepted. If selected, choose the Loop every interval between offers from options ranging from 30 seconds to 25 minutes.
   • Allow international callbacks: Select this checkbox to permit callbacks to international numbers.
     Notes:
     • Please check your calling plans to determine what additional charges might apply.
     • Calls made by the callback feature are metered.
   • Play a prompt to the agent after they accept the callback request: Select this checkbox to enable the audible prompt played to agents when they accept a callback request. When enabled, you can either Choose from asset library or Add Audio.
     Deselect this checkbox to disable the audible prompt played to agents when they accept a callback request.
     Note: This prompt can be customized to help agents distinguish between regular inbound calls and callback requests.
   • Outbound caller ID: Select the caller ID to be presented when the system makes an outbound call to a party that requested a callback. Options include the DID assigned to the queue or the main company number.
8. Click Save to apply changes.
9. (Optional) To prevent all users in your site from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Call queue

Note: By default, settings for a particular queue will follow the account or site-level settings. Settings can be customized for a particular call queue as needed.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Phone System Management then Call Queues.
3. Click the applicable call queue name from the list.
4. Click the Policy tab.
5. Under General, click the Callback toggle to enable or disable it.
6. If a verification dialog appears, click Enable or Disable to verify the change.
   After enabling this setting, additional parameters will appear, and you can adjust them if needed.
7. Configure the following options:
   • Initial callback offer: Set the duration a caller will wait in queue before the initial offer to request a callback is made. The default is 45 seconds, with options between 5 seconds and 25 minutes.
     Note: This setting must be less than the max wait time in queue to be effective.
   • Additional callback offers: Select this checkbox if you want additional periodic callback offers to be made to the caller after the initial offer is not accepted. If selected, choose the Loop every interval between offers from options ranging from 30 seconds to 25 minutes.
   • Allow international callbacks: Select this checkbox to permit callbacks to international numbers.
     Notes:
     • Please check your calling plans to determine what additional charges might apply.
     • Calls made by the callback feature are metered.
   • Play a prompt to the agent after they accept the callback request: Select this checkbox to enable the audible prompt played to agents when they accept a callback request. When enabled, you can either Choose from asset library or Add Audio.
     Deselect this checkbox to disable the audible prompt played to agents when they accept a callback request.
     Note: This prompt can be customized to help agents distinguish between regular inbound calls and callback requests.
   • Outbound caller ID: Select the caller ID to be presented when the system makes an outbound call to a party that requested a callback. Options include the DID assigned to the queue or the main company number.
8. Click Save to apply changes.

Additional considerations

• There is no special handling for callback requests compared to other calls waiting in the queue. Once a caller makes a callback request, the request will advance to the front of the queue along with all other callers in the queue.
• If a callback is made and there is no successful connection with the caller who made the request, the system will not attempt any retries.
• If there is only a single caller in queue, a callback offer will not be made as their call will be presented next to the available agents.
• Callback offers are not made based on estimated time to answer, but rather based on how much time the caller has already waited in queue.
• When no agents are available to handle a callback request, the system will continue to make the outbound call. If answered, it will connect the call to the overflow settings for that queue.