Callback option does not work correctly

[saint_]

Hi

When I select the option "Enable callback / Offered to caller after timeout in seconds", the callback option is actually not offered but forced. The caller has no choice. The system says that the caller will be called back.

Either this is malformed (System will tell caller he will be called back), or the option is not working correctly (the caller should have the choice to say yes or no).

 

[YiannisH_3CX]

Hello @saint_

Please note that if the caller does not make a choice no action will be performed and the user will remain in the Queue. The prompt is there for both scenarios of the callback but you can change it by creating a custom prompt set and make it suit your needs.

 

[saint_]

Hello YiannisH

The default prompt for "Offered to caller after timeout in seconds" should be changed in the default 3CX installation then. It is a design flaw.

I just tried, and it said "You have requested a call back to xxxxx, press # to cancel, 2 to confirm, or 9 to change your number" or something like that..

If this is a request, the prompt should say "We can call you back at xxxxx if you want. Press x to confirm, y to change the number, or stay on the line if you do not want to be called back"

Anyway.. I will go ahead and change the prompt, but how do you do it for this part ?
Do you need to use the call flow editor ?

 

[YiannisH_3CX]

You can navigate to Settings / System Prompts and make a copy of the prompts you are currently using. Then you can record a new file and replace the one you want. If you search for callback you will see all relative prompts.

 

[saint_]

Yiannish,

If I replace the CB_CONFIRM prompt, then it does not make sense anymore when / if we want to roll back to the "User initiated" option. 3CX should definitely have a spare prompt just for the " Offered to caller after timeout in seconds" option.