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FEATURE REQUEST: ACD CALLBACK


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If would be nice to have a ACD user press a DMTF for a call back. (instead of waiting) This user will remain in line still in the ACD. When their at the front of the line it would then call the ACD agent and then call the user (who requested the call back).

 

The idea however is this user can hang up the phone and keep their position in the ACD system. First in First out

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If would be nice to have a ACD user press a DMTF for a call back. (instead of waiting) This user will remain in line still in the ACD. When their at the front of the line it would then call the ACD agent and then call the user (who requested the call back).

 

The idea however is this user can hang up the phone and keep their position in the ACD system. First in First out

 

This is a good idea.

 

However, to make it interesting for the PBX operator, I would say the callback should be started when the ACD gets idle (whatever that means, possibly when the number of callers in the ACD fall below a certain value).

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the only discouraging thing is if a customer knows this then they may not hang up, or if the call center is always busy it might not ever get a callback.

 

Yea, thats when such ideas get tricky. We probably need some kind of score that include the number of free agents and the time the callback is waiting. Meaning if the duration is longer than so and so or the number of agents is less than so and so then the callback gets started and the caller is being put at the top of the queue.

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