Queue - Callback feature

[Alphabetic]

Hi Guys,

I thought i'd test this features as it's something i've not implemented anywhere and have a few questions.

When the queue is calling the agents for the call back, does that class as a SC? So the process would be call agent (1SC), call callee (2SC) merge (back to 1SC) is that right?

Also, when the agent picks up the call from the queue i just have dead air until the callee answers. is that normal? Nowhere does it state to the agent that this is a call back.

thanks!

 

[VoIPTools]

Ultimately it will be one simultaneous call. And you are right, there is no notification to the agent that it is a callback.