Queue Call Backs

[JasonD]

I see there are two options for Queue Call Backs, the first is to allow the user to press 2 (DTMF) but I don't want to present this option up front. What I want is 1/2 thru my queue timeout I want to present the caller with the option to select a call back. Thus I chose option 2, offered to caller after timeout, however, at that point it isn't asking them if they would "like to request a call back, but rather is stating the "selected a callback" which is confusing.

How do we give the caller the option to select a callback rather than assuming the selected one 1/2 thru the queue timeout period?

Jason

 

[Alphabetic]

In your queue MOH have a prompt xx seconds in that says "If youd like us to call you back, press 2 at any time"

 

[VasilisV_3CX]

Hi @JasonD,

What you could do is create 2 separate queues. Queue 1 has no QCB enabled, and it forward to Queue 2 when it reaches Destination if no answer - after 1/2 of the original queue timeout. Queue 2 can have the same agents, same music on hold and have QCB enabled with the first option to press 2. Record an intro prompt saying "If you'd like to request a Queue Call Back, please press 2, or stay on the line for an operator".