Extend Callback Request Window for Call Queues
Summary:
Requesting an enhancement to increase the time window for callers to press “1” to request a callback, or to allow callback requests at any point while the caller is waiting in the queue.
Current Behavior:
The callback option is only available during a limited prompt window. Based on the RingCentral support article, callers must press “1” within five seconds of the callback prompt.
If the caller presses “1” outside of this window, the system interprets the input as an extension instead of a callback request. If Extension 1 does not exist in the customer’s phone system, the caller receives an “invalid extension” error, resulting in confusion and a poor caller experience.
Reference article:
Understanding wait message settings for call queues
https://support.ringcentral.com/article-v2/understanding-call-queue-positioning-and-wait-time-estimates.html
Requested Enhancement:
- Increase the callback request input window duration beyond the current five seconds, or
- Allow callers to press “1” to request a callback at any time while waiting in the queue, regardless of the current prompt phase.
Kim
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