Customers have several issues with the way RCX can provide web callback.

Customer is using voice broadcast with a redirection to a workflow but agent availability cannot be checked before making the outbound call resulting in a poor customer experience if no agent is available.

On the current setup, the agent availability is not evaluated before the customer gets called by the system. So the customer gets called, does not necessarily get to an agent and then gets an option to plan another callback or leave a message which makes for a poor experience altogether.

Other Outbound campaign modes are not satisfactory as they pose their own limitations which are not acceptable :
- Activating them force the users to initiate a permanent voice connection on Outbound which in turn activates automatic reply on Inbound calls.
- No visual notification that an outbound call is going to be initiated and the list is only available via the outbound campaign tab
- Preview mode is not automated enough
- Progressive mode : Mode needs the agent to click a start button to activate. Agent cannot reject a specific call, has to stop the dialler or complete the calls. Blended mode requires agent to reconnect on Outbound when receiving and completing an Inbound call
- Predictive : Agent does not get a visual notification or a possibility to confirm the call except he is on the dedicated outbound tab at this moment.

Let me know if you need any additional information.