Queue Callback loop and doesn't hangup after entering callback number

We are running Queues Pro 13.02.25. We created a call back queue that gives the callers the option  to stay on hold or be called back.  We prompt the caller to leave a callback number followed by the pound key, however it just loops and continually plays the message even though you put in a phone number followed by the pound key. It will still call you back though at the number of the phone you call in on.