---
schema_version: "1"
id: 1daa44771bd8fce5e972886ac0d1dbd99b36b21ab2be5ba8801d4d53f25cecc9
title: Minimize Abandoned Calls with Queued Callbacks for Omni-Channel Unified Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_voice_omni_routing_callbacks.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_omni_routing_callbacks.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 98b155dc014a4b99a57a6965d5d4f208774478a7ebaddd6bd9f9d4be7d3d7cc4
description: Respect customers’ time, save telephony minutes, and keep callers from abandoning their calls by giving them the option to request a callback without losing their place in a queue. When a rep accepts a contact request in Omni-Channel, an outbound call to the customer starts automatically. The initial inbound call, contact request, and outbound call are all linked for easy rep reference. This feature is available for contact centers using Omni-Channel Unified Routing.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Minimize Abandoned Calls with Queued Callbacks for Omni-Channel Unified Routing

Respect customers’ time, save telephony minutes, and keep callers from abandoning their calls by giving them the option to request a callback without losing their place in a queue. When a rep accepts a contact request in Omni-Channel, an outbound call to the customer starts automatically. The initial inbound call, contact request, and outbound call are all linked for easy rep reference. This feature is available for contact centers using Omni-Channel Unified Routing.

**Where:** This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions. Available in Salesforce orgs with these [telephony models](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&type=5&language=en_US).

- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony from Amazon Connect

Service Cloud Voice is available in Agentforce Sales (formerly Sales Cloud), Agentforce Service (formerly Service Cloud), and Government Cloud with the Service Cloud Voice add-on license. It’s also available in Agentforce for Industries built from Sales or Service. [View supported editions](https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US).

#### See Also

- [_Salesforce Help:_ Configure Callbacks for Omni-Channel Unified Routing (can be outdated or unavailable during release preview)](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_callback.htm&language=en_US)