Solved QCB - need some details

[AWS2P]

Hi,
i'm using QCB for one client , this seem to work properly but sometimes it's unclear when this is the moment where 3CX is waiting for dial code to be received to engage QCB process.

My dial code is default value "2", so when i Press 2 during message delivered in Q previously to be forwarded to agents, it seems sometimes it has no effect , or sometimes have a voice message coming from 3cx saying no action is done!.
once the first try to press 2 is done , if 3CX don't take it properly on first fly , you are going in a no way street, it's impossible to use QCB and call stay in MOH until an agent answer you or you reach no answer time.

So important question are:
When do i need to send the 2 dial code to be sure QCB works 100% time ?
do i need to wait until active call is forwarded in a Q position with MOH playing?
Is it possible like IVR behavior when a key is pressed, the call is forwarded to next step in the call flow, I'd love to have this working the same way in QCB.
For now when you press 2 during voice message you need to wait until end of audio message to be engaged in QCB process, then PBX check your call number and ask you to press * to validate call back. (this is not enough user friendly , you should short message by pressing 2 and going directly to QCB process) other important thing if you press 2 more than once this return you 3cx message "no action is done" and then it's impossible to use QCB for active call.

 

[AWS2P]

No one uses this? am i alone with QCB use? any advice?

 

[JohnS_3CX]

Hi @aws2p

The callback feature works after the phones of the agents are being polled, not before that and not while you play an intro prompt and clicked "Play full intro prompt before calling agents".

It will not work before the agents are polled. You can announce the button "2" to your caller in the intro prompt but best announce it in the MOH if you wish to avoid this scenario

 

[AWS2P]

This is not possible for me to use this in MOH, the pbx is used for 3 Dentists , they are in same place but they work like they were alone.
My 3cx scenario on this site is a little bit complicated because they are not working same hours , not same days , not same breaks, they have separate receptionist but only one DID for 3 doctors, and only one use QCB.

As MOH is the only common part , if i need to include this in , I need to duplicate MOH wav file also to have one including QCB instructions, that's it?

 

[AWS2P]

should it be possible to have press 2 key to short intro prompt message and go to QCB process without delay?

When you are a frequent caller you know what the process is, and don't want to wait to hear always same intructions all the time.

if for now pbx is not able to do this, could this be a future version improvment?

 

[AWS2P]

The alternative mode for QCB is offered to caller after timeout in seconds, in that case, is there a voice message from 3cx? do i need to record the same message in MOH too?
Callback outbound prefix need to be set to 2 also ?

 

[JohnS_3CX]

Just make sure you untick "Play full intro prompt before calling agents" in this case and it will work immediately since the agents are also polled immediately.

If you offer it on timeout, the callback is triggered automatically and you hear the message (as if the caller pressed two). You can try it on your test system to hear exactly what the customer would hear.

 

[AWS2P]

Right on target
Thanks @JohnS_3CX
I've got it working like i wanted ,you can close the thread