Queue call back function

[Alphabetic]

Hi All

I've been asked to discuss the QCB feature with a customer because they want to know how it works.

the main question is, how do they see a live view of calls that have requested a QCB.

Is this just a case of watching the switchboard to see?

There is also a callbacks in the wallboard which is totally up number of CB requested.

Would active QCB appear in the "waiting" box?

If would be good if there was a box for active call backs in this wallboard.

 

[VasilisV_3CX]

Hi @kieferschild,

Is this just a case of watching the switchboard to see?

Yes, to see live queue callbacks the wallboard would be the best option. Clicking the specific queue in the Switchboard, you'll see a [QCB] next to the callers name when they've requested a callback. This offers queue managers another option to monitor them. There is also a Queue Callback report to cross reference the data to.

Would active QCB appear in the "waiting" box?

Yes, it appears in the waiting box. As soon as an agent "answers" the request for Que Callback the Waiting number moves to the Callbacks box.

 

[Alphabetic]

Hi @kieferschild,


Yes, to see live queue callbacks the wallboard would be the best option. Clicking the specific queue in the Switchboard, you'll see a [QCB] next to the callers name when they've requested a callback. This offers queue managers another option to monitor them. There is also a Queue Callback report to cross reference the data to.


Yes, it appears in the waiting box. As soon as an agent "answers" the request for Que Callback the Waiting number moves to the Callbacks box.

Just to confirm, "Waiting" will also be for any active callers in the queue too? So there's no way to see how many active and how many QCBs

 

[VasilisV_3CX]

Hi @kieferschild,

Yes, you could have a queue manager keeping a Windows Client / Web Client manager view of the queue open, which will show the number of active QCBs, but the wallboard will concatenate the all waiting calls, be they calls or callbacks, into the same "Waiting" box.