The queue call-back feature is a special function that the NocTel Team can configure upon request. The feature allows queued callers to press 1 while in the queue to hold their place and receive a call back rather than waiting in the queue.
How Does the Call Back Feature Work:
During a queued call, a custom audio announcement plays at a timed interval alerting the caller they can press 1 to be placed in the call-back queue rather than holding if all agents are busy. If the caller presses 1, the system confirms they are now on the call-back list and the call ends.
Once an agent that matches the original queue requirement of the call is available, the system sends the call to the agent Flow dashboard for answering. The call will appear as an outbound call to the agent. Once the agent accepts the call, the agent connected phone will place the outbound call to the customer.
Enabling the Queue Call Back Feature:
If you would like to enable this feature for one of your Flow queues please reach out to our support team at support@noctel.com
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