Edit ResponseOrdering with no change

[DamienLhoest]

Hello everybody,

First of all, sorry for the language, but I'm Belgian and speaking French ....

So, on my main phone number, we have a queue and I set on the callback option.

I would like to let user to ask for a callback or wait on the line.
So I set on queue position and edited the ResponseOrdering to remove the begining , the number and just let the end
I edited the WAV file "queue_tobe_connected" to set my message "Please wait but if you want to be callback, press 2"

I restarted Windows (to be sure) and tested the queue.
3CX seems to not take care the edition of ResponseOrder.xml

How can I manage that ?

Thanks for all
Damien

 

[DamienLhoest]

Nobody have an idea ?

 

[JohnS_3CX]

Hi,

You shouldn't need to edit the XML files to achieve this, I would recommend to firstly restore your XML file to the original.

Then try the following:

1. In your queue Advanced settings, enable callback with "Triggered on user request Press 2" (*Requires a Pro license)

2. In your queue General settings, tick Play Intro Prompt and upload a file with your notice that informs callers they can Press 2 at any time to request a callback

This will inform the caller as soon as they reach the queue that they have this option, and will then proceed to play the music on hold. They can either wait or request the callback now.

 

[DamienLhoest]

Dear,

First of all thanks for the reply.

Of course, your solution is right but we don't want to inform the client that he can ask a callback. immediatly
In most of cases, we reply in few seconds, we just want to let, after X seconds of waiting (I set my queue message every 60 seconds) the choice : stay in queue (do nothing) or ask a callback (press 2)

Because, if we let the choice in the welcome message, some may ask for a callback immediatly therefor we can reply few secondes later ...

I'll try to explain (because my english is crappy)

We have 2 secretaries (for the phone and the visitor)
We don't have so much call by day (about 15-20 calls) nor visitor (2-3 by day)
But a call or a visitor can take long time (between 5 mins to 1 hour)

So in most cases, a secretary can reply to the phone and an other speak with the visitor, or both can reply a call (so 2 calls in same times)
But, don't know why, it's always when we have a visitor that we receive 2 or 3 simultanous calls ...
So the 1st secretary speak with the visitor, the second reply to the phone !
But the second or third call will wait until a secretary is free and it can take so much time !
In this special (and rare) situation, the callback is a really good thing !
The client haven't to wait in the queue and the secretary can take care of the visitor and the first caller !
When a secretary have finished with the visitor or the callerd, they can take her phone to callback the other caller !

I hope you will understand my mind with my crazy english

Thanks in advance.
Best regards
Lhoest Damien

 

[JohnS_3CX]

Hi Damien,

Queues allow you to set a custom music on hold. Edit your music file to include the message "to press 2 for callback " after about 60 seconds of music.

You can edit your music track in Audacity and export it directly in WAV (PCM, 8 kHz, 16 bit, Mono, Max size: 100MB)

Its the easiest way to achieve what you want