Multiple calls in queue for the same CallerID

[DavidA]

Hi,

I have a current install on linux with 64 lines. I have a call center going and have Queue Call Backs enabled. Due to the current situation we are having way longer call hold times than normal and my call center people are seeing multiple entries for the same Caller ID. I am trying to determine if it is a system issue or if those entries are from people who have entered call backs multiple times.

I have not tested, but i imagine if a person called in multiple times and left call backs that it would just honor those call back requests in the order received like any other call.

Is that correct?

Thank you

 

[VoIPTools]

Call Backs are scheduled on a first-in, first-out basis. They will all be separate requests. It sounds like the customer keeps calling back. 3CX reports will be your friend to diagnose.

 

[leejor]

I am trying to determine if it is a system issue or if those entries are from people who have entered call backs multiple times.

When they call them back, have you had people ask any of them, if they did call multiple times?

 

[DavidA]

No, i am getting it after the fact. With everyone working from home we're seeing some dropped calls as well.. so a bit of chaos.