QCB Problem

[Onur]

Hello, we are using 3cx fast callback. But some of our customers call back repeatedly. In this case, both the callback call is waiting in the queue and the new call is waiting in the queue. Is there any way to prevent this?

 

[JohnS_3CX]

Hi Onur,

No there is no way to prevent that. All callback requests will be honored regardless of how many times the customer requests.

The call back covers all scenarios, for example maybe you get a call from 2 different people from the same company, and when they call you the same number appears in your queue. These are two separate legit callers that can both request a callback.

 

[Onur]

I understand the situation for calls from the same company and one number. But for incoming calls with a mobile phone, the same person can call back dozens of times from a single number. In this case, all support personnel receive individual callbacks and the call center is locked for a single customer. Any callbacks from the same company will not know the extension number, so they will all fall to the company's operator and it will not be clear who called. I think if there is a callback, if the same number redials, the callback should be canceled or it should be able to play the "already have a call back then try again" sound with voice guidance.