Call Back request

[furrerm]

If a caller decides to request a call back, after the caller enters DTMF, and disconnects, doe that call stay in queue?

best answer i can find, would indicate so.
Call back functionality
You can configure a call back feature, which is different from the call back option in the Dialer module. With this call back feature, a customer who is queuing in a topic has the option to drop the call and be called back when an agent becomes available. When the customer selects the call back option by entering a DTMF digit, the call ends, but the task remains in the task distribution and it is routed to the next free agent. IP Office Contact Center then creates an outgoing call for the original topic from the agent to the customer. The customer’s original queue position from their previous call is retained.

Should it show in the queue stats as well?

[marquardt]

Callback functionality

Dor details of the callback functionality please see:

DVD folder: Examples\CGI

cgi_readme.txt
IPOCC_CGI_SRV.pdf

[kgerhold217]

It will

You can show the call back and the number that will be called back in elements on the telephony screen with the queue lists if you show the right counters.

[furrerm]

Do you know what the correct counter is?

You can show the call back and the number that will be called back in elements on the telephony screen with the queue lists if you show the right counters.

[furrerm]

There is a support ticket on this, but tier3 is not aware of the counter?

Does anyone know the counter to show the number that has requested teh callback?

[kruegerb]

there are a new counter totNCallback for shiftplan in realtime and in historical reporting

[kruegerb]

answer for the question "Should it show in the queue stats as well?": yes, you see the "virtual" call in queue as well as the real waiting calls in realtime queue element. To identifiy the "virtual" call, you can add in the queue list a column with the tag CCK_CallBackValidTime