Call back call queue feature
Exact behavior:
A customer calls into a queue and requests a callback.
When an agent receives the callback and connects with the customer, the agent transfers that customer to a secondary queue (e.g., Emergency).
If the customer requests a second callback while waiting in that new queue, RingCentral treats the transferring agent/queue as the "caller." As a result, the secondary callback rings internally to your team member instead of the external customer.
Because the external callback is never actually completed to the customer, RSI records it as an unfulfilled callback, causing the reporting discrepancy you are seeing.
Expected behavior:
A customer calls into a queue and requests a callback.
When an agent receives the callback and connects with the customer, the agent transfers that customer to a secondary queue (e.g., Emergency).
If the customer requests a second callback while waiting in that new queue, RingCentral should treat the caller as the OUTSIDE phone number
The call back is completed to the outside caller from the secondary queue
Angelo
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