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Improvements to Ringback/Callback Feature


1 comment

  • Coalmarch Support

    Another issue - if the customer that requested the callback does not pick up, it still routes to a queue where an agent picks up, but they don't realize it's a callback (they just think it's an inbound call). And the call goes through to the customer's voicemail box. 

    There should be a message that plays to the agent so they know it's a customer callback. And/or an option to not connect to the queue if the customer doesn't pick up the callback first.


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