The new FS PBX Contact Center update brings two major additions: callers can request a callback without losing their queue priority, and queue configuration and agent availability can now stay synchronized across redundant servers.
These are capabilities people look for when comparing contact-center platforms, and they’re now part of an FS PBX deployment you control.
Let callers leave the hold music behind
Your caller has already spent several minutes waiting. Now they can request a callback, confirm their number, record their name, and hang up while retaining their accumulated queue priority.
When their turn arrives, FS PBX connects an available agent first, then calls the customer. The customer hears your introduction and presses 1 to connect.
The callback workflow includes:
Your redundant servers can finally agree on queue settings and agent status
FreeSWITCH administrators will recognize this challenge: with the default local call-center setup, each server maintains its own runtime data. Replicating your PBX database alone does not automatically keep those running queues and agent statuses aligned. FreeSWITCH documentation
FS PBX now handles that synchronization automatically across approved servers.
That includes:
Active calls and waiting callers remain local to the server handling them; configuration and availability are synchronized across the deployment.
Callbacks are built into that redundant setup
One selected server processes callbacks at a time. During a controlled ownership transfer, pending requests retain their saved priority and retry timing so the receiving server can continue processing them.
The update also improves tracking of agents’ calls outside queues, helping queues avoid offering another call while an agent is already busy.
Available with FS PBX 2.0.0 and the updated Contact Center module. Redundant deployments require the documented replication and server-coordination setup.
We’re looking forward to seeing how you use this—especially teams that have been waiting for queue callbacks or operating contact centers across multiple FreeSWITCH servers.
These are capabilities people look for when comparing contact-center platforms, and they’re now part of an FS PBX deployment you control.
Let callers leave the hold music behind
Your caller has already spent several minutes waiting. Now they can request a callback, confirm their number, record their name, and hang up while retaining their accumulated queue priority.
When their turn arrives, FS PBX connects an available agent first, then calls the customer. The customer hears your introduction and presses 1 to connect.
The callback workflow includes:
- Configurable timing for offering callbacks.
- Confirmation of the caller’s number or entry of a different number.
- Recorded caller names and customizable greetings.
- Agent selection through the queue’s existing routing strategy and assignments.
- Automatic retries with configurable intervals and attempt limits.
- Daily closing times so callbacks do not continue indefinitely.
- Callback history and cancellation controls on the dashboard.
Your redundant servers can finally agree on queue settings and agent status
FreeSWITCH administrators will recognize this challenge: with the default local call-center setup, each server maintains its own runtime data. Replicating your PBX database alone does not automatically keep those running queues and agent statuses aligned. FreeSWITCH documentation
FS PBX now handles that synchronization automatically across approved servers.
That includes:
- Queue settings and routing configuration.
- Agent settings.
- Queue assignments, tier levels, and positions.
- Available, On Break, and Logged Out status.
- Status changes made from phones, the web interface, or automatic queue actions.
Active calls and waiting callers remain local to the server handling them; configuration and availability are synchronized across the deployment.
Callbacks are built into that redundant setup
One selected server processes callbacks at a time. During a controlled ownership transfer, pending requests retain their saved priority and retry timing so the receiving server can continue processing them.
The update also improves tracking of agents’ calls outside queues, helping queues avoid offering another call while an agent is already busy.
Available with FS PBX 2.0.0 and the updated Contact Center module. Redundant deployments require the documented replication and server-coordination setup.
We’re looking forward to seeing how you use this—especially teams that have been waiting for queue callbacks or operating contact centers across multiple FreeSWITCH servers.
