Settings and activity
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An error occurred while saving the comment Justin
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An error occurred while saving the comment Justin
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This is highly needed for the reasons listed above. Today the Callback logic is very basic and does not offer any configuration options.
Justin
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9 votesJustin
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10 votesJustin
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The callback process needs additional functionality and configuration options added to make it more useful. Today the process just prompts to create a callback with the current phone number, or enter a different phone number. The callback process needs to be modified for the following:
1) Prompt for the caller's name, as outlined in this feature request: https://ideas.ringcentral.com/forums/958496-contact-center-ringcx/suggestions/49775720-inbound-queue-callback-option-to-record-caller-s. This would at least let the agent know who they are calling back, and allow the agent to speak to an operator or navigate an auto attendant at the destination number.
2) Enable a toggle to prompt the caller to enter a specific extension. Not all caller's have a direct callback number. Some only have a main business line and then an extension needs to be used. Currently there is no way for a caller to enter the extension that needs to be used.
The information gathered above then needs to be presented to an agent during a callback:
1) The recording of the caller's name needs to be whispered to the agent before the outbound callback is placed. As soon as the agent accepts the callback request, a whisper should occur with "A call back has been requested for " and the the recording of the caller's name is played. This allows the agent to know who is being called back.
2). Pop or display in the RingEX agent the phone number, or phone number and extension that the call back was requested for. This lets the agent know if they need to enter a specific extension once the callback is in progress.