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Old 04-05-2017, 02:53 PM
furrerm furrerm is offline
Join Date: Nov 2010
Location: WI
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furrerm has 13 reputation pointsfurrerm has 13 reputation points
Default Call Back request

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?
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