CallCenter CallBack

[Mikeme]

Hi Guy's,
I'm looking for CallBack option in call center Queue with no success .
is that exist?
the case is - once caller are waiting for agent answer hi will be able to dial "1" to get callback once agent are available, or "2" to keep waiting on the line...

with some prompt like: " to get a call back dial 1, to keep waiting on the line dial 2 or wait..."

Thank you...

 

[hfoster]

Yes, it's a member application. I have never used it myself however.

FusionPBX

www.fusionpbx.com

 

[gflow]

Callbacks are quite an advanced call centre feature and unless it's done right it'll cause more problems than it'll solve. For example:

What number does it call back?
How many times does it attempt to call the person back?
When does it call them back?
If the the callback script can't get though the person, what happens? Does it email or notify the call centre manager?

There are a few advanced third parties one of which can work with any PBX but it costs something like $1 per callback and you need to buy 10,000 upfront.

Freeswitch (and FusionPBX) have another good advanced feature in-built. "Discard Abandoned After" so with this feature you can set it to a high value like 24 hours (but in seconds) and have a message play after maybe 3 minutes (depending on your callcentre environment) where you say something like feel free to hang up the phone now and call back later this afternoon and we'll hold your place in the queue". When they call back it'll give them a time base scare of 180 (if they were waiting in the queue for 3 minutes, 1 second = 1 time point). The higher the time base score the higher the position in the queue. If it's a call centre where it has peaks of calls around certain times of day then this is a great feature, if it's a call centre thats constantly busy then it's not a great option.