Email only queue call back

[FC-IT]

One of our departments wants to use the queue call back feature. But, they don't want the system to make the (auto) call back. Instead, they want to receive an email with the call back information and manually do the call back. Problem is, I don't see any option to disable the auto call back and still receive the email. Does such an option exists at all or is there some other way to achieve this?

 

[DimitrisL_3CX]

Hello @FC-IT,

There is currently no option to receive only an email notification when a callback is requested.

When a caller requests a callback, the Queue will first ring the next available agent. Once the agent answers, the system will then place an outbound call to the number that requested the callback.

As an alternative, you can enable the "Notify when a callback is made" email notification under the Notifications tab of the Queue.
To prevent the actual callback from being completed, you can:

• Enable the Callback option in the Queue and configure a dedicated prefix (for example, 7).
• Create an Outbound Rule that matches calls with this prefix and blocks them.

Please note that the callback process will still ring the agent's extension. However, once the agent answers, the outbound call to the caller's number will be blocked by the outbound rule and therefore will not be completed.

 

[FC-IT]

Thank you. I've adjusted our configuration according to your answer.

Besides the above, it would also be nice to have the email call back feature on a digital receptionist. This way one could have a menu with a call back function, without ringing extensions. Great for out of office times.

Let's hope my request(s) finds it way in a future version of 3CX .

 

[Alphabetic]

Im sure you'd be able to use the CFD to do this.

 

[VoIPTools]

This all sounds messy. Perhaps you could not prompt the callers to request the call back and treat all abandoned calls as needing a call back? If that works for you, then let's talk about what precisely you want to happen on an abandoned queue call. We could, for example, send an email and include the Caller ID Number and name, time, queue, etc. It doesn't make sense to immediately call someone back since if there was an agent available the call would not have been abandoned in the first place. So, besides an email notification, what else do you need?