1. Configure regular callbackWith CallBack the customer can leave his / her number to be called back by an available agent during business hours., learn more.

  2. Go to the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Questions list on SharePoint

  3. Change a Waiting Queue item's Action field to "QueuedCallbackWith QueuedCallBack the customer can leave his / her number while waiting in the queue and be called back when it is the customers turn by an available agent."