Feature Request Title: Scheduled Callbacks for Voice Queue Dispositions

Product Area: RingCX — Voice Queues / Dispositions / Queue Callback Lists

Feature Request:

Add a Schedule Callback option to Voice Queue dispositions. When an agent selects this disposition, they should be able to specify the callback date, time, phone number, and optional notes.

The scheduled callback should then appear in the Queue Callback Lists tab and notify the appropriate agent when it becomes due.

Requested notification and dialing options:

• Display an alert, banner, or persistent notification telling the agent that a scheduled callback is due and needs to be completed.

• Optionally allow RingCX to automatically dial the scheduled callback when the assigned agent’s state changes to Available.

• If the original agent is unavailable, optionally allow the callback to be handled by another eligible agent in the queue.

• Show the callback’s status, such as Scheduled, Due, In Progress, Completed, Missed, or Rescheduled.

• Allow authorized users to reschedule, reassign, or cancel a pending callback.
Record the callback activity in the interaction history and reporting.

Example Workflow:

1. An agent completes a Voice Queue interaction.
2. The customer requests a callback at a specific date and time.
3. The agent selects Schedule Callback as the Voice Queue disposition.
4. The agent enters the callback schedule and saves it.
5. The callback is added to the Queue Callback Lists tab.
6. When the callback becomes due, RingCX displays an alert or banner to the agent.
7. Depending on the configured behavior, the agent can manually start the call, or RingCX automatically dials the customer when the agent becomes available.
8. The callback result is recorded and the item is removed from, or marked completed in, the callback list.

Business Need:

Voice Queue agents often receive requests to call customers back at a specific time. Without a native scheduling workflow, agents must rely on external calendars, notes, or manual reminders. This creates a risk of missed callbacks, inconsistent customer experiences, and incomplete reporting.

Adding scheduled callbacks directly to Voice Queue dispositions would centralize callback management, improve agent accountability, reduce missed customer commitments, and provide better operational visibility.

Important Distinction:

This request is specifically for Voice Queue dispositions. It is separate from the existing scheduled-callback functionality associated with Campaign Dialer dispositions. The requested feature should work for inbound or Voice Queue interactions and integrate with the Queue Callback Lists workflow.

Acceptance Criteria:

• Agents can schedule a callback from a Voice Queue disposition.
• The callback date, time, time zone, phone number, and notes can be captured.
• The scheduled callback appears in the Queue Callback Lists tab.
• The assigned agent receives a visible notification when the callback becomes due.
• Administrators can configure manual dialing or automatic dialing when the agent becomes available.
• RingCX prevents multiple agents from calling the same callback simultaneously.
• Missed or overdue callbacks remain visible and can be escalated or reassigned.
• Callback attempts and final outcomes are included in interaction history and reporting.