A callback queue in Aloware refers to the list of calls that have been requested for a callback. These are calls where the contact requested to be called back instead of waiting in the queue. Aloware prioritizes these calls and assigns them to available agents when it's their turn.

All calls in Aloware are tied to ring group queues. When a call comes in, it is placed in the queue based on the time it was received. The call at the top of the queue is handled first. If no agents are available, the call stays in the queue until an agent is free.

When a callback is requested, the call is completed and removed from the queue. Aloware then initiates a new call to the contact at the appropriate time. This ensures the contact doesn't have to wait on hold and will be called back when an agent is available.

Aloware handles calls based on their position in the queue, determined by the time the call was received. The oldest call is handled first, even if it’s in a different ring group. Agents will always be assigned the oldest call in their ring group.

There are three main triggers:

When an agent becomes available, Aloware will immediately assign the oldest call in their ring group to them. If the agent is in multiple ring groups, the call with the earliest timestamp will be assigned, regardless of which ring group it belongs to.

In Aloware, priority is based on the timestamp of the call. The earlier a call was received, the higher its priority in the queue. This ensures that contacts who have been waiting the longest are served first.