Queue Callback Feature Questions / Problems

Discussion in '3CX Phone System - General' started by DugDaThug, Mar 8, 2016.

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  1. DugDaThug

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    Just got done testing V14.3 Queue Callback and have some questions / problems

    1) When choosing setup option "Offered to caller after timeout in seconds", the caller was never "prompted' to request a callback, but rather the system stated "you have requested a callback from the following number...". In other words, the system initiated the callback feature without a corresponding request by the caller. Is this a bug? Or a really weird feature?

    2) When choosing setup option "Triggered on user request (press 2)", there is no voice prompt indicating this is an option to the caller. I can't imagine someone knowing to press 2 to instantiate a callback. Is this behaving as expected? Or do people usually put something in the on-hold music file to give such instructions?

    3) When the caller is given the option to enter a new number for callback, the system accepts any length of number. Is there any way to require the caller to enter a specific number of digits (e.g. 10)?

    Thanks in advance for your assistance.
     
  2. ericosborn09

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    That is the behavior of 3CX, we ended up recording our own prompts to handle this situation. Replacing "you have selected a call back". The way they have it by default just doesn't seem to flow at all. It's unusable to me.
     
  3. NickD_3CX

    NickD_3CX Support Team
    Staff Member 3CX Support

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    You can't do this from the Queues, but what you can do is in the Callback options is add a Prefix for all Callback requests which could be something unique, like 11223344. Then you could make specific Outbound Rules that would look for the set prefix and handle them as you see fit and limit any callback requests you want to.
     
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