Source note · IVR design practices
Teams call queue callback is offered to eligible callers only after the music on hold finishes playing, so the call timeout must be long enough for the caller to become eligible, the music to finish, the request, the wait for a representative, and the answer; with the default music, which is two minutes long, a 60-second eligibility and a 120-second timeout means callback is never offered.
Checked 2026-09-25
- Vendor
- Microsoft
- Product
- Teams Phone call queue
- Subsystem
- callback
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-25
- Checked
- 2026-09-25
Sources
- Setup - Call Queue - Microsoft Teams — Microsoft · tier 2 current vendor documentation · Advanced setup > Step 5: Callback > Callback and call queue timeouts
Cite this note
APA
WarmTransfer. (2026, September 25). IVR design practices: source note ivr-design-practices-teams-cq-callback-sequence. WarmTransfer. https://warmtransfer.net/knowledge/claims/ivr-design-practices-teams-cq-callback-sequence
BibTeX
@misc{warmtransfer-claim-ivr-design-practices-teams-cq-callback-sequence,
title = {IVR design practices: source note ivr-design-practices-teams-cq-callback-sequence},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/ivr-design-practices-teams-cq-callback-sequence},
note = {Source note ivr-design-practices-teams-cq-callback-sequence, checked 2026-09-25}
}