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Hi, 

I feel this to be strange behaviour and put forth for your consideration for tweaking the operation.

When using the call back feature if the agent hangs up the call first and or does not let the menu play out to the 'press #' to check the rest of the list the system will keep calling back even if there is no more calls in the list. Can it not just assume the operation as being closed if no further calls are in the list no matter who hangs up?

Also, at the moment when a call back operation happens the caller ID comes up as *55xx(xx = agent group number) and wont present any group name identification. 

Would it be possible to display the agent group name maybe annotated with 'CALL BACK' or some thing similar such as "CALL BACK (XYZ AGENT GROUP name)" so end user has some idea of what type of call back it might be verses seeing the star code only?

Thanks

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3 hours ago, Scott1234 said:

When using the call back feature if the agent hangs up the call first and or does not let the menu play out to the 'press #' to check the rest of the list the system will keep calling back even if there is no more calls in the list. Can it not just assume the operation as being closed if no further calls are in the list no matter who hangs up?

We can look into that further. 

 

3 hours ago, Scott1234 said:

Also, at the moment when a call back operation happens the caller ID comes up as *55xx(xx = agent group number) and wont present any group name identification.

Would the Agents not remember from the AG number being dialed, which agent that call back belongs to? Having the name feature does help make it clearer, but AG number should be fine too no?

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There was a bug in some older versions in that area - what version are we talking about here? The caller-ID is indeed a nuisance, we also have to look into this generally with the click to dial.

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10 hours ago, Support said:

Would the Agents not remember from the AG number being dialed, which agent that call back belongs to? Having the name feature does help make it clearer, but AG number should be fine too no?

No we normally have buttons setup with nice easy to remember names for login / log out functions or agents are just permanently logged into groups. So they have no need or want to remember a number code. Using the group name would be far more intuitive option for a user like how hunt groups and agent groups work when they dial up the phone. 

Maybe the settings controls for this could be embedded into the 'Outbound Calling' tab of the agent group setup. To allow for customisation of the call back name.

 

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3 hours ago, Vodia PBX said:

There was a bug in some older versions in that area - what version are we talking about here? The caller-ID is indeed a nuisance, we also have to look into this generally with the click to dial.

63.0 (CentOS64)

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