3CX Call Back Feature

[User3Inc]

Hi,

We are looking at enabling the Call Back feature but can't seem to find any clear documentation on how it works?

Is there any documentation available?
What is the difference between 'Triggered on user request' and 'Offered to caller after timeout in seconds'?
How do the agents in the call queue know that a call back request has been made?
How would the person calling the queue know to press '2' to request a call back?

Thanks!

 

[Evolute IT]

The option is simple:

- if offered to the user, you enter a timeout in seconds after which the callback will be offered to the caller (through the system prompts) and then the user can follow the steps.

- if on request only, you need to say it in your Queue prompt that the callback is available by pressing 2 at any time. Then it will be the same steps.

 

[User3Inc]

Hi,
Thanks for your response.

Where in the console do you set it so that if a user selects a call back (pressing 2), a notification goes to a specific email address to let the team know?

 

[NikolasA_3CX]

Navigate to Call Queues>>Notifications under Select queue manager extension number (no need to be a member of the queue) add an extension to act as the Queue Manager, and under the Queue Email Notifications select the Notify Queue Manager when a Callback is made.
When a callback is requested the Queue Manager will receive an email notification.

 

[animalinstict]

Hi There,
i follow above instructions to enable call back but i have an issue. in my cue settings i have enable after 45sec of no answer to redirect to another que. In the meanwhile if still nobody answer in the advance settings i enable that after 60'' to offer a call back to the caller. My problem is that in 60'' the call drops instead of offer to call back. I try to reduce 60'' to 50'' but still no offer to call back. Any idea why?

 

[JosIPVG]

Is the destination if no answer timer shorter then the timer set for offering the callback?
So it routes out to the destination if no answer before it can offer the callback?

 

[animalinstict]

Yes indeed it routes the call to a ring group prior to offer the call back.
As far as i see, in ring group settings i'm not able to set call back. Is that right?

 

[JosIPVG]

No callback is an only queue functionality.

 

[animalinstict]

Thanks for your quick reply!