# Team queue with callback > Hold callers in a queue for your team, offer a callback instead of waiting, and watch it live on a wallboard. - URL: https://kb.voipcloud.online/au/call-flows/team-queue-with-callback/ - Section: Call-flow recipes - Type: guide - Applies to: All countries - Last reviewed: 2026-11-09 Callers wait in line for the next free person on your team. Callers who don't want to wait can press a key to ask for a callback, and anyone still waiting at the time limit gets a callback too. A wallboard shows the queue live. ```text Inbound number → Queue ├─ Exit code → Queue callback ├─ Maximum waiting time exceeded → Queue callback └─ All users offline or on DND mode → Voicemail Queue wallboard (not connected) monitors the Queue and the Queue callback ``` ## Before you start - A phone number in an [Inbound number](https://kb.voipcloud.online/au/pbx/receive-calls/inbound-number/) object. - A [User](https://kb.voipcloud.online/au/pbx/accept-make-divert/user/) for each team member, each with at least one device. - A phone number to show when you call customers back. It must be one of your purchased numbers, not toll-free or shared cost. - A queue greeting that tells callers which key requests a callback, such as "To ask for a callback instead of waiting, press 1." You can record it in the browser or by phone while you set up, or upload an audio file. ## 1. Add the Queue 1. On the **PBX** tab, drag [Queue](https://kb.voipcloud.online/au/pbx/mass-incoming-calls/queue/) from the **Handling mass incoming calls** group onto the canvas and click the gear icon. 2. Enter a **Name**, such as "Support". 3. Under **Specify users to be called**, click **Add** and choose the team members. 4. Choose a **Ring mode**. **Ring all** rings everyone at once. **Round-robin** and **Least recent** share calls across the team. 5. Set the **Ring time** and **Interval between rings, seconds**. 6. Add a **Greeting** that mentions the callback key. 7. Turn on **Enable exit code** and enter the key in **Exit code**, for example **1**. 8. Set the **Maximum waiting time**, for example 5 minutes. 9. Optional: turn on **Announce the caller's position in the queue**, and set a **Periodic announcement for callers in second position or later** that repeats the callback offer. 10. Click **Save**. 11. Connect the **Inbound number** to the **Queue**. ## 2. Add the Queue callback 1. Drag [Queue callback](https://kb.voipcloud.online/au/pbx/mass-incoming-calls/queue-callback/) from the **Handling mass incoming calls** group onto the canvas and click the gear icon. 2. Enter a **Name**, such as "Support callbacks", then click **Add** and choose the users who will make callbacks. 3. Choose the **Ring mode** and **Ring time**. 4. Choose a **Callback caller ID**. Without one, customers see an anonymous call. 5. Set **Maximum callback retry duration, minutes**: how long the system keeps trying your users before giving up. 6. Optional: turn on **Enable email notification** to be told when a callback request runs out of time. 7. Click **Save**. 8. Connect the queue's **Exit code** path and its **Maximum waiting time exceeded** path to the **Queue callback**. When a caller reaches **Queue callback**, they hear the number the callback will go to (the number they're calling from). They press **1** to confirm, or **2** to key in a different number. After confirming, they hear a confirmation and the call ends. The system then rings your users. When one answers, it calls the customer back and connects them. ## 3. Catch calls when nobody is available 1. Drag [Voicemail](https://kb.voipcloud.online/au/pbx/accept-make-divert/voicemail/) onto the canvas, set it up with **Voicemail to email**, and click **Save**. 2. Connect the queue's **All users offline or on DND mode** path to it. A user with Webphone mobile, Microsoft Teams or an external number turned on always counts as online, so this path is only taken when none of those are in use. ## 4. Add the wallboard 1. Drag [Queue wallboard](https://kb.voipcloud.online/au/pbx/monitoring/queue-wallboard/) from the **Monitoring** group onto the canvas and click the gear icon. 2. Enter a **Name** and set or note the **Password**. 3. Under **Specify the 'Queue' and 'Queue callback' objects to monitor**, click **Add** and choose your **Queue** and **Queue callback**. 4. Set the colour warnings, time zone and **Wallboard statistics reset time**, then click **Save**. The wallboard doesn't need to be connected to anything. ## 5. Apply configuration 1. Click **Apply configuration** in the top-right corner. 2. Open the **Queue wallboard** settings again and copy the **URL**. It appears only after the configuration is applied. 3. Open the URL on the screen your team will watch and enter the password. ## Check it works 1. Ask the team to stay signed in, then call your number from a mobile. Their devices should ring, and the wallboard should show one caller waiting. 2. Call again and press your exit key. Your users should be rung for the callback; when one answers, your mobile should ring. 3. Call again and wait past the **Maximum waiting time**. You should be offered a callback. 4. Ask everyone to turn on Do Not Disturb and call again. You should reach voicemail. ## Variations - **Voicemail instead of callback:** connect **Maximum waiting time exceeded** to a **Voicemail**, and keep the **Exit code** path for callbacks. - **Existing customers first:** connect a [Voice menu](https://kb.voipcloud.online/au/pbx/conditions/voice-menu/) option through a [Queue priority](https://kb.voipcloud.online/au/pbx/mass-incoming-calls/queue-priority/) to the **Queue**, so those callers are answered before others. - **Abandoned-call emails:** turn on **Receive notifications of abandoned and timed-out calls** on the **Queue**. ## Related - [Queue](https://kb.voipcloud.online/au/pbx/mass-incoming-calls/queue/) - [Queue callback](https://kb.voipcloud.online/au/pbx/mass-incoming-calls/queue-callback/) - [Queue wallboard](https://kb.voipcloud.online/au/pbx/monitoring/queue-wallboard/) - [Phone menu (IVR)](https://kb.voipcloud.online/au/call-flows/phone-menu/) - [Missed calls to voicemail](https://kb.voipcloud.online/au/call-flows/missed-calls-to-voicemail/)