Part of the VQ Plus Commercial Module
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Overview
Queue Callback is part of the VQ Plus module. When enabled on a queue, the callback feature frees a caller's time by letting him or her "press 1" to exit the call queue and receive an automated callback. The callback can go to the number they called in with, or one of their choice, and you have control over what are considered acceptable numbers.
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The field may be pre-populated with the following two dial patterns:
NXXNXXXXXX
1NXXNXXXXXX
PATTERN | DESCRIPTION |
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X | Any whole number from 0-9 |
Z | Any whole number from 1-9 |
N | Any whole number from 2-9 |
[###] | Any whole number in the brackets, example [123] is 1 OR 2 OR 3. Note that multiple numbers can be separated by commas and ranges of numbers can be specified with a dash ([1.3.6-8]) would match the numbers 1,3,6,7 and 8. |
. (dot) | It matches one or more characters and (acts as a wildcard) |
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The callbacks process through your outbound routes. These callbacks are handled in the same manner as if you picked up your phone and dialed the number. |
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This wiki assumes you are familiar with setting up Queues. For full instructions on configuring queues, please see the Queues Module User Guide. |
Navigate to the Queues module:
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For a more advanced setup, if you would like to give callers more options in addition to a queue callback, you can set Break Out Type to IVR Break Out Menu. If callers press 1, they will be taken to the IVR you have set up, and they will be able to select more options from there. For the sake of this wiki, we'll assume that your IVR has a queue callback as one of its destinations. You can use the IVR module to set up an IVR. For example, you might set up an IVR that lets callers choose whether to leave a voicemail or use the queue callback feature.
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