Duplicate callbacks to the same call queue

[jmatano]

I've noticed today that callbacks seemingly do not check if there is already a callback in the system with the same number to the same queue. This is causing people to be a bit confused when they get another call either during or after their initial callback completes. Is there a way in the system to have it check if there is an identical number in the system, and confirm that with the caller if they try to enter a callback in for a second time? Would ease burden on the queue and provide a better experience for both the caller and the people using the system.

 

[JohnS_3CX]

Hi @jmatano

Imagine if two people from the same company, call your PBX for 2 separate issues they wish to discuss with Customer Care.

But in answer to your question, no there is no way to check and prevent it. If the customer requests 2 callbacks they will get two callbacks.

 

[jmatano]

Understood. I didn't think of it in that context. It doesn't really apply to us, but I can see the logic behind it. Thanks for the reply.