Blogs & News
Give your callers an alternative to sitting in a call queue by using the call back feature in MX Cloud
5 October 2023
It’s not always feasible to answer every single call immediately.
One option available to MX-Cloud users, is to offer callers the ability to maintain a virtual position in the call queue and to be called back when they are at the front of the queue.
This is different to leaving a voicemail, as the caller will maintain their position in the queue and can even specify what number they would like to be called back on.
How do I do this?
The Call Back feature is available when a Contact Centre call group is being used, this requires an Advanced Auto Attendant licence.
If you need to confirm if you already have this, or would like to switch to using Contact Centre, ask your system administrator or you can contact our support team for further information.
Below illustrates the area where the Call Back is enabled and the configuration options available to you.
It’s possible to change the digit pressed to trigger the feature, and also the number of times and time in between, the system tries to contact the caller.
A corresponding Auto Attendant is required and information on how to configure this is available from our support team.
What are the benefits for you and your customers?
Offering a virtual queuing option benefits both the company and the customer.
From the customer’s perspective, there is no need to remain in a call queue and stay tied to their phone. They have the option to leave the call back request, then go and do something more productive and wait to be called back.
From the company’s perspective, every queued call is taking up a line, and if you run out of available lines then callers won’t be able to call in, and possibly you won’t be able to call out either.
The virtual call back feature is one way to free up those lines at peak times and avoid having to scale up the number of lines to cover occasional peaks.
In addition to the request a call back feature, when using a Contact Centre call group, you can also automatically route callers directly to another destination, such as the group’s voicemail, if the number of callers in the queue or the average wait time is above a certain level, as shown in the image below.