Queue After Hours Call back

[bnelson17]

Hello,

I need assistance with designing a Call Flow App, I am new to the CFD, and want to know if I am on the right track.

Here is what I am trying to accomplish.
Customer calls in after-hours when no one is in the queue. The queue sends them to a Call Flow App that asks if they want a callback. Customers select the callback and leave the call-back information. The app then stores that information and checks to what time it is, if it is between 9 AM and 6 PM it will then check to see if there are agents in the queue, if there are agents in the queue it will transfer the call back request to that queue.

The reason that we want to add that time frame is that we do not want to make callbacks before 9 AM even though our queue will have agents logged into it.

I have attached a flow chart of what I am trying to do. I have also attached a screenshot of my first attempt. Please let me know if I am on the right track.



Thank you

 

[fxbastler]

Hello,

If I understand correctly, the CFA is supposed to run all the time until it's morning? Bad idea. It will not work.

 

[Evolute IT]

Hello,

If I understand correctly, the CFA is supposed to run all the time until it's morning? Bad idea. It will not work.

Opposite. Runs during the day, then takes callbacks during OofOH.

 

[fxbastler]

we do not want to make callbacks before 9 AM

 

[edossantos]

You will need a callflow and a dialer for this. Please check this article, which explains how to build something pretty similar to what you need:
https://www.3cx.com/docs/cfd-callback/

 

[fxbastler]

@edossantos
That means it is really a supported scenario if e.g. the entire time between evening and morning the CFA receives 500 or more calls and all these dialers wait for the time until the automatic callback / transfer to a call queue in the morning? Even if you reduce it to one dialer through elimination - he too has to wait.

 

[edossantos]

Yes, this scenario is valid. I think that what @fx-bastler was mentioning as a bad idea is waiting that long in the Disconnect Handler flow. That could keep using resources (threads, handles) during longer than needed, and having many many calls might eventually cause a problem in the service. But doing this from a dialer is totally valid.

 

[fxbastler]

I think that what @fx-bastler was mentioning as a bad idea is waiting that long in the Disconnect Handler flow. That could keep using resources (threads, handles) during longer than needed, and having many many calls might eventually cause a problem in the service

Yes, that's what I meant. Thank you for the clarification.