Description:
Currently, when a call comes in as a callback from a queue, the RingCX agent interface treats it as a normal inbound call. There is no visual indication or label to inform the agent that this call was requested via a queue callback.

This makes it difficult for agents to differentiate between standard inbound calls and callbacks, which can impact handling priority and customer experience.

Requested Feature / Enhancement:

• Add an option (script or toggle) in RingCX Admin / Studio / Agent Interface to clearly indicate on the agent side when a call is an inbound queue callback.

• Suggested display options:

  • A label in the incoming call popup (“Callback”)
  • Optional notes or metadata showing original callback request time
  • Distinct ringtone or visual marker (optional)

Expected Benefit:

• Agents can immediately identify that a call is a callback.
• Improves handling and prioritization of callback calls.
• Reduces confusion between normal inbound calls and queued callbacks.

Current Behavior:

• Queue callbacks are routed to agents but appear as standard inbound calls.
• No distinguishing indicator in the agent interface.

Impact:

• This affects all RingCX customers using queue callbacks with agents relying on the agent desktop or softphone interface.
• Callers who requested a callback may not be treated differently, affecting service experience.