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What is callback, and when is it offered?

Understand how callback works in a Microsoft Teams call queue and which condition makes a caller eligible.

Callback lets an eligible caller keep their place in a Microsoft Teams call queue without staying on the line. When an agent becomes available, Teams calls the caller back and connects the call to the agent.

Callback flow from the caller entering the queue to an agent answering

A caller becomes eligible when any one condition is true

You can enable one or more conditions. The conditions are evaluated with OR: the caller is eligible when at least one enabled condition is met.

The three callback eligibility conditions evaluated with OR

  • Wait time: applies to the caller at the front of the queue after the configured wait.
  • Number of calls: applies to new callers when the queue reaches the configured number.
  • Calls-to-agent ratio: applies to new callers when the ratio reaches the configured value.

Eligibility is not the same as hearing the callback prompt

The prompt is played only after the current music-on-hold file has finished. The caller must present a public, non-premium telephone number in E.164 format, and the call must not already be offered to an agent.

Microsoft documents the conditions and number requirements in Step 5: Callback.

Part 1 of 3 in Callback in Microsoft Teams

Continue with: Plan callback music, timeout and overflow

Also relevant: Configure callback in VoiceQ365 Call Flow Designer