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.

This article covers:

• Callback flow for agents and consumers
• How to enable or disable queue callback 
• Voice callback settings
• Video callback settings

Prerequisites for changing queue callback settings

• Account owner or admin privileges
• Pro, Business, or Education account
• Zoom Contact Center license
• Queue created with Voice or Video channel

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:

1. The consumer will hear a greeting prompt notifying them of the callback option.
2. 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.
3. When an agent is available for callback, they will receive an inbound voice call notification to start the callback.
4. Zoom Contact Center will call the consumer that requested the callback.

For video engagements:

1. The consumer will see a pop-up notifying them of the callback option.
2. The consumer can accept the callback option.
3. 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. 
4. When an agent is available for callback, they will receive an inbound video call notification to start the callback.
5. If the agent accepts the callback notification, the consumer will receive an email containing the join link for the video engagement.
6. 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. 
7. The consumer can decline their callback request using SMS or email after receiving the notification SMS or email.
8. 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.

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. 

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the display name of the video queue you want to edit. 
4. In the Callback Settings section, click the Callback Available 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.
5. Change the video callback settings as needed.

Voice callback settings

Note: If you have the menu-based interrupt feature enabled on your account, any settings mentioned in this article but not seen in the web portal have been moved to a setting covered in the menu-based interrupt article..

If enabling callback for a voice queue, you can customize these settings:

• Callback Caller ID Number: Select the caller ID number to use for callbacks to consumers. The default caller ID number is the flow entry point number. 
• Time to Offer Callback: 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.
• Time to Accept:  Click Edit to change the amount of time for the consumer to accept the callback option once it’s offered. Consumers can accept the callback option by pressing the key specified in Key to Confirm / Keypress to Confirm setting.
• Replay Callback Option: Click Edit to change the minimum amount of time before the callback option message is replayed to consumers that haven't accepted the callback option. This must be less than the Time to Offer Callback and Max Wait Time.
• Key to Confirm / Keypress to Confirm: Click Edit to change the key that consumers need to press to accept the option in the message.
• Callback Language and Voice: Select the language and voice will be applied to default messages for menu and callback prompts that you configure.
  Note: If you have the menu-based interrupt feature enabled on your account, this setting is replaced by the Menu Language and Voice setting.
• New Callback: Click Edit to customize the message played to consumers to offer them the callback option. The message should indicate the specified key to accept the callback. Click Play Message to play the message that's auto converted from text to speech.
  Note: This message only applies to consumers who don't have an active callback request.
• Returning Callback Caller: Click Edit to customize the message played to consumers who have already requested a callback but called again. The message should indicate the the specified key to accept the callback. Click Play Message to play the message that's auto converted from text to speech.
• Callback Number: Allow callers to provide a different number for callback than the one they used for the voice engagement. This feature must be enabled by Zoom.
  • Callback Number Option: If the above option is enabled, click Edit to customize the message to play to callers.
• Callback Extension Available: Allow consumers to add an extension number when requesting a callback during a voice engagement. This is useful for consumers who do not have a direct line.
• Callback Confirmation: Click Edit to customize the message played to consumers that accept the callback option. Click Play Message to play the message that's auto converted from text to speech.
• Outbound Dialing: Select the outbound method for how callers are connected when they receive a callback. 
  • System automated greeting (Default): Play the automated greeting that notifies consumers that the call they're receiving is a callback. You can customize the greeting using the Greeting Message setting below.
  • Directly connect callers with the next available agent: Don't play an automated greeting and directly connect consumers to an agent.
• Greeting Message: Click Edit to customize the message played to consumers that receive a callback. Click Play Message to play the message that's auto converted from text to speech.
  Note: This message only plays if you set Outbound Dialing to System automated greeting (Default).

Video callback settings

If enabling callback for a video queue, you can customize these settings:

• Time to Offer Callback: 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.