Callback queue issue - QCB - CORRECTED

[SalC]

We have a VIP queue (priority queue) and a standard queue.

When a caller is holding in the VIP priority queue, the caller can press 2 for a callback and then the caller hangs up.

The issue is when the caller hangs up, the call is placed holding in the standard queue and not holding in place in the VIP priority queue.

Please assist, thanks.

 

[craigreilly]

Are you confident they are in the VIP queue when they press 2?

 

[SalC]

You were right thanks. I checked again and the callers called VIP but their service expired so it routed to standard.