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Thirdlane

Queue Callback Rules

Queue callback lets a caller hang up and keep their place in line, receiving a call back from an agent when they reach the front of the queue, instead of waiting on hold. This improves the caller experience during busy periods and reduces abandoned calls - the caller gets their time back without losing their position.

A Queue Callback Rule controls which callers are eligible for the callback option, based on their caller ID. Because rules are defined once and reused, several queues that have the Callback Option enabled can share the same rule. The rule itself does not enable callback; you enable the Callback Option on the queue and select which rule applies.

Why restrict eligibility by caller ID

Not every caller is a good candidate for a callback. A caller with no caller ID, a blocked number, or an international number you cannot dial back would fail the callback attempt. Patterns let you offer callback only to callers you can reliably reach - for example only 10-digit domestic numbers.

Create/Edit Queue Callback Rule

Name. Unique alphanumeric name for this Queue Callback Rule.

Description. Description of this Queue Callback Rule.

Pattern(s). Patterns (separated by commas) that determine whether a particular caller can use the Callback Option. The option is offered only to callers whose caller ID matches any of the specified patterns. Patterns use the same dialplan matching syntax as elsewhere in the platform - for example _NXXNXXXXXX matches a standard 10-digit North American number.

Best practices

  • Match only numbers you can call back. Limit patterns to well-formed, dialable numbers so callbacks don’t fail on blocked or malformed caller IDs.
  • Reuse one rule across similar queues. Define a single “domestic callback” rule and apply it to every queue with the same audience rather than duplicating it.
  • Name rules by audience. A name like “US 10-digit” is clearer than “Rule 1” when selecting the rule on a queue.