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.

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.

First, it will allow a better understanding of the amount of callbacks, success rate of the callbacks, etc (stats collection).

Secondly, it would allow the administrator to define a lower priority for callbacks since the calls are in a separate queue.

And third, it would allow the administrator to define a separate set of agents that should be caring for callbacks if desired. Once again, because the callbacks are in a separate queue.

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:

With new dial plans provided:

As you can see, the dial plans are named almost the same. The difference between them is that new versions do not include the prefix “cg” on the names.

Download the required dial plans here and import them to the system that you are configuring for dedicated callback queues.

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:

In the previous picture, the queue called Wildix1-CB will be used to place all callback requests made by users on the Wildix1 queue.

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.

It is worth mentioning that if no call back queue is found (no queue with the same name and suffix -CB), the system will place the call back on the same queue the user was in. This is the default behavior.

On the following picture you can see the records of a call sent to call group Wildix1 that requested a call back at some point:

As you can see, the callback was placed on the call group Wildix1-CB. That way all callback calls requested for the original queue (Wildix1-CB) will be grouped on this specific queue (Wildix1-CB). This makes it far easier to tell things such as the number of callback calls per queue.

On the other hand, if there is no queue with suffix -CB, the callback will be placed on the same queue and the resulting data will look like the following:

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).

How to Enable Callback Requests to Dedicated Queues