How to set up a virtual-queue callback

A virtual-queue callback is the same idea as in-queue callback, set up end to end: a caller waiting in your Call queue is offered the chance to hang up, keep their place, and get called back when their turn comes. This is the practical setup, field by field, so you can switch it on with confidence.

Step 1: pick the trigger

Open the Ingroup you want to add callbacks to. You have two places to hang the offer: the Wait Time Option, which fires after the caller has been on hold a set number of seconds, and the Hold Time Option, which fires based on the Estimated hold time. Most centers start with the Wait Time Option because it is simpler to reason about: it just counts seconds the caller has actually waited.

Set the Wait Time Option to PRESS_CALLBACK_QUEUE. Then set the Wait Time Option Seconds to when the offer should play. The default is 120 seconds; do not set it shorter than your welcome message takes to play, or the timing collides.

Step 2: record the prompt

The Wait Time Option Press Filename is the audio that offers the callback. Keep it clear: something like, you have been waiting a while, press 1 to keep your place in line and we will call you back as soon as an agent is free. Then set the Press Filename Seconds to the exact length of that audio so VICIdial knows how long to wait for the keypress. There is also an after-press prompt that confirms the callback is set.

If you want callers to hear the prompt without blocking the next person from reaching an agent, set the Press No Block option to Y. Otherwise, while the prompt plays, that caller cannot be handed to an agent.

Step 3: guard the dial-back

Three settings keep the outbound callback sane. Set Callback Queue Call Time to a Call times scheme so you never dial back outside legal hours. Set Callback Queue Dial Filter to scrub against your DNC (do not call) lists. And review Callback Queue Expire Hours, the default of 96, which removes a callback that has not connected after that long.

For a deeper look at any one of those, the dedicated piece on Callback Queue Expire Hours covers how to pick a window.

Step 4: test it before you go live

Call your own line, let it sit past the trigger seconds, and take the callback offer. Confirm you get dialed back and connected. It is worth turning on CID validation too, so the number you dial is one you have read back and confirmed. Check a few edge cases while you are at it: take the offer and then do not answer the callback, so you can see how an unreached entry behaves; and try it near your closing time to confirm the call-time guard holds the dial-back until you are open again. Two minutes of testing now saves a confused customer later.

One more thing to watch: the callback is placed as an outbound call, so whatever caller ID you send out should be a number people recognise as you. A callback from an unfamiliar number often gets ignored as Spam Likely label, which defeats the purpose. Use a DID (direct inward dialing) customers already associate with your business. The inbound call handling guide shows where callbacks sit in the larger flow.

If you would rather skip the manual wiring, a managed dialer with callbacks ready to go is on our pricing page.