When making a call into a call center ACD, it’s almost inevitable that you will end up waiting in a queue, while some form of hold music and/or periodic message plays until you eventually get connected to a live agent. With wait times being unpredictable at the best of times, being able to signal to the ACD that ‘Hey I’d actually like you to call me back when an agent is available instead of waiting for who knows how long here in this queue’ is a very solid option for people who do not want to sit around on hold. The ability for a caller to trigger this type of event is a standard, out-of-the-box feature of the Q-Suite.
As an administrator, enabling the feature is accomplished by clicking a checkbox. That’s it! Audio files, queue periodic messages, and DTMF options will then need to be arranged in order for the feature to be easily managed by the caller. As a caller, DTMF responses at the proper times are all that is required, letting the background handle all of the actual logic.
Being able to maintain your position in an inbound queue in an Asterisk based ACD while not actually being tied down to being physically on the phone is a marvelous option to have for any caller. Configuring the option as an administrator and navigating the queue callback menu as a caller are a breeze. Simple operations and convenient options can help to keep callers happy.