Activating the Queue Callback

While SAS strives to answer all calls within 3 rings or less, sometimes callers may not feel like waiting. If you're worried that callers will hang up while waiting in queue, you can add a Queue Callback to give callers the option to reserve their place in the queue and receive a callback in turn. If they press 1, the system will wait in line for them, buzzing them back once an agent becomes available.

1. Within SAS Flex, go to your User icon in the upper right-hand corner and click Settings

2. Under Telephony, select Numbers.

3. Select the number where you want to add the Callback feature.

4. Under the Callback section, check the Callback Status box to activate. 

5. Then, select when you want the option to become available for your callers. You can choose to have it play immediately, regardless of hold time, or you can choose from the below options:

  • Immediately: Caller will hear the callback prompt immediately after the initial greeting.
  • 15 seconds: Caller will hear the callback prompt if the queue is 15 seconds or greater.   
  • 30 seconds: Caller will hear the callback prompt if the queue is 30 seconds or greater. 
  • 45 seconds: Caller will hear the callback prompt if the queue is 45 seconds or greater. 
  • 60 seconds: Caller will hear the callback prompt if the queue is 60 seconds or greater. 
  • 90 seconds: Caller will hear the callback prompt if the queue is 90 seconds or greater. 
  • Use Global Value: Caller will hear the callback prompt if the queue is 120 seconds or greater.

6. When you are finished, click Save.

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