Monday, 8 a.m. Everyone who thought about calling over the weekend calls at once. With callback on, waiting callers can hang up and keep their place in line; when their turn comes, Desk calls them back and connects the agent. The line moves in the same order it always did. Nobody guards a phone to stay in it.
Setups·Running the phones
Give callers a callback instead of a wait on hold.
NocTel Desk is the system your organization communicates through. The phones, the paging, the screens, and the sensors that watch the building. This is one of the things people set up in it.
The response, the way Desk runs it
When
A caller’s wait grows past the point you set.
Desk
Offers them a callback in place of the hold.
The caller
Hangs up. Their place in line holds.
Their turn
Desk calls them back and connects the agent.
Works on any queue you run: scheduling lines, main lines, support desks.
How it gets built
We do this with you on a call, or you do it yourself in Desk.
1
Pick the queue.The scheduling line, the main line, wherever the Monday pile–up happens.
2
Set the offer point.How long a wait before callers are offered the callback.
3
Choose the words.What callers hear when the offer is made, in your voice or ours.
4
Call your own line.Wait, take the callback, and feel what your callers will feel.
What this setup is built from
We’ll set this one up with you.
Tell us which line hurts on Monday mornings. Turning this on is one of the shorter conversations we have.
Talk to us
360.837.7400