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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).

Special Considerations 

Keep in mind that if you use this method of placing callback calls into a separate queue, they cannot be kept in the original order as they were in the original live queue.  So, that should be expected.  It should be a consideration taken to decide on what agents are assigned or logged into the callback queue.  And, the priority of the queue should be taken into account.  Example; if all the agents of the live queue also service the specific callback queue, AND the callback queue has the same priority as the original live call queue, this would provide a similar distribution of calls/callbacks as is the case if the callbacks are placed into the same queue.  The difference would be that the callback request would effectively be placed behind any currently waiting live calls since it's wait time from a system perspective is reset to 0 seconds once placed into the separate 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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