---
title: "Callbacks from queues"
canonical: "https://help.telegra.de/space/MCCE/9561348867490/Callbacks%20from%20queues"
format: markdown
---
Administrators can specify how callbacks are handled via the respective queue.

If the "**Allow Callbacks**" option is enabled, a call can leave a callback request. The call hangs up, and its request is added to a list of pending calls (the call remains in the queue after the call disconnects). The caller is called back as soon as he reaches the top of the queue.

If required, administrators can also define a blacklist for phone numbers that are excluded from a callback request.

Administrators must have the permission ***Queues: Modify*** to configure callbacks within a queue.

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### Instructions for configuring callbacks from queues

- Click on **Call Handling → Queues** in the menu bar. A list of currently defined queues is displayed.
- Select the corresponding queue.
- Click on the** Callbacks tab**.
- To apply a **blacklist** to callbacks, select the appropriate blacklist from the drop-down list.
- To specify an audio file to play to the connected agent during call setup, select the audio file from the **Callback audio for agents** drop-down list.
- To specify an audio file to be played to the originating call when the callback is performed, select the audio file from the Callback Audio for Callers drop-down list.
- Set the maximum number of callback attempts per callback request.
- To specify the number of minutes to wait before retrying a callback, define a duration in minutes in the Repeat callback interval field.
- Be sure to select the **Allow Callbacks** checkbox
- To specify that a callback will only occur if the caller's position in the queue is greater than a specified number, select the **Only if position is greater than checkbox** and then select the position from the drop-down list.
- To specify that a callback will be made only if the waiting time in the queue exceeds a certain number, check the **Only if caller's waiting time is greater than checkbox** and then select the number of seconds from the drop-down list.
- From the **Callback audio for caller** drop-down list, select the audio file that will play a message with the callback option to the caller.
- Finally, select a confirmation announcement to let the caller know that the callback request was successfully saved.

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### Use of Call Slots for Callbacks

Administrators can also define callback periods, with a fixed number of callbacks allowed during the defined periods. When the callback periods are enabled, callers who want a callback are played a list of possible periods to choose from.

![Use call slots for callbacks from a queue in the telegra Contact Center](media://d8860d58-aa6a-4c1b-b483-e4bbf29d5dca)


### Manual

- Activate the checkbox **Allow Call Slots**.
- To specify that a callback slot is only offered if the caller's position in the queue is greater than a certain number, select the *Only if position is greater than* checkbox.
- To specify that a callback slot is only offered if the queue wait time is greater than a certain number, select the *Only if caller wait time is greater than* checkbox.
- Select a call slots list configured in advance.
- From the Call Slot Caller Audio drop-down list, select the audio file that will play the callback slots to the caller.

> 📝 This greeting should specify the DTMF key that the caller must enter to hear the available call slots. For example, "*Press 7 to hear the times when you can be called back.*"

- Specify the DTMF key for the call slot that the caller must enter to hear a list of available call slots. Possible are the keys in the range from 1 to 9 or # or *.When the caller presses this key, the next available callback period with an unused call slot will be offered, which he can accept or reject by DTMF key press.