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🎯 Queue Breakout in Kiwi VoIP Cloud PBX

Give callers the power to exit the queue and choose another path — whether that’s a callback, voicemail, or different department. Queue Breakout makes your call handling smarter and your customer experience smoother.

📞 What It Does
Queue Breakout allows customers to press a key while waiting in queue to:

  • Request a callback

  • Leave a voicemail

  • Forward themselves to a different call flow (e.g. another queue or Auto Attendant)

This works alongside your Queue Announcement Message, which you can upload to let callers know their options (e.g. “Press 1 to leave a message, Press 2 to request a callback”).

⚙️ How to Set Up Queue Breakout

  1. Log into your Kiwi VoIP account 👉 https://portal.kiwivoip.co.nz

  2. Click Cloud PBX in the top menu

  3. Select the number you want to manage

  4. Go to Inbound Calls > Queue Breakout

For each digit (0–9), choose a Breakout Type and (if required) a Breakout Value:

🔢 Breakout Types Explained

Breakout Type Description
❌ Unused Default – no action on this digit
🔁 Forward Call Forwards to the number in the Breakout Value field (e.g. another IVR)
📞 Setup Callback Caller leaves the queue but gets called back when their spot is reached
📩 Go to Voicemail Sends the caller to the ‘Unavailable’ voicemail greeting
 

💡 Note: Forward Call and Voicemail require a Breakout Value. Callback does not.

🎧 Best Practice Tips

  • Record a clear Queue Announcement (e.g. “Press 1 to leave a message, press 2 to request a callback”)

  • Always test each breakout path to ensure it behaves as expected

  • Use Forward Call to send to another Auto Attendant or Ring Group for faster resolution