[scott]

I would like to have an option to toggle on a per queue basis that will offer the option of having the system call the caller back when their position in the queue is the next caller and/or head of queue.

Many customers don't like being placed on-hold in the queue and our clients hate paying for the minutes when we are using usage based SIP trunks for in-bound calls to certain numbers. While I was on-hold in a queue for technical support I was thinking that it would be great if I could punch in my phone number and their system would call me back when I'm next.

I would like to be able to toggle two things:
1. The option for the caller to enter their telephone number and have the system call them back.
a) On a per queue basis
b) Setting in seconds to control how often the option is presented to the caller

2. The criteria for call back:
a) Next in queue - position 2 - if an agent becomes available before this caller is reconnected then connect the next caller in the queue to the agent and leave this caller in position 2.
b) At front of queue - position 1 - call customer and if answered then connect to the agent. This works great in low volume centers and other scenarios.

It would be interesting if the system could send an SMS message to let you know that you should pay attention to your phone because you are next in the queue to get service. I don't know how many times I've put the phone on speaker/muted and missed my position after a long wait because someone came to my desk or I just spaced out after way too long on-hold.

Scott...