When configuring callback requests from call groups (queues) to go to a dedicated/different queue than the call was originally in so that separate statistics are recorded about the queue.

Table of Contents

Introduction

On wildix systems there is a feature that allows users waiting on a call group to request a call back. By default the same call group the user was in is used to place the call back call. There could be the need to have a dedicated queue for callbacks.  In particular, this has some benefit from three potential standpoints.  

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In this document it is described how to use a dedicated queue for call back calls.

Requirements

Dial Plan

All that is required is to replace original dial plans related to call back feature:

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Dedicated Callback Queue Dialplans

Dedicated Call Group

Once the provided dial plans are in place, the next thing is to configure the dedicated queue for callbacks. The provided dial plan works by checking the queue the user requesting the callback is coming from and searching for a queue with the same name but suffix -CB.  So, in order to have a dedicated queue for call backs,  a queue like the following should be created:

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You can have as many queues for call backs as desired.  The only requirement is to name it after the inbound queue and also use the suffix -CB.  Example:  queue is called MyQueue, associated callback queue is called MyQueue-CB.

Enabling the Feature

Once all requirements are met, the only thing left to do is to enable the feature. On the  inbound queue (Wildix1 in this example), select “CbRequestCallback” as the dial plan.  That way users will be able to request a call back by pressing 1 (utilizing the new callback queue).

What To Expect 

Once the feature is fully configured, users waiting on the Wildix1 queue will be able to request a call back by pressing 1. When a call back is requested, the system will search for a queue called Wildix1-CB and if it exists, will place the call back call into that queue. 

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In the previous picture, the records related to a call sent to call group wildix2 are displayed. As you can see the caller requested a callback, since there is no wildix2-CB queue, the call was placed on the same (original)queue (wildix2).

Related articles

How to enable Callback feature for Call groups

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