Before we can talk about 3CX’s Callback feature, we must start first by understanding Call Queue.
What is Call Queue?
Putting a call on queue means placing the caller temporary on hold while awaiting for the next available agent. Typically, calls queued are delivered to the next available extension in the order it was received. You may hear a greeting, music on hold or even promotional messages while waiting to be answered by the next available agent. Once an agent becomes available, the next caller in line will be automatically assigned to the agent.
What are the features available in 3CX’s Call Queue Management?
In the 3CX Pro or Enterprise edition, there are more options than the basic ‘order it was received.’ You will be able to take advantage of these Advanced Features:
Hunt Random – to randomly choose an agent to distribute the calls evenly distribute among available agents.
Ring all – to ring the phones to all assigned agents
Prioritized Hunt – distribute calls according to the order you specify. For example, if all calls go to the first agent, and only if this agent is busy, the calls go to the next agent.
Round-robin – to sequentially cycle through agents logged in the queue: first call is sent to agent 1, second call to agent 2 and so on.
Skills-based Routing – You may set up routing by prioritizing the agents according to their skills or skill level.
Callback - enable your callers to hang up and get a call back from the next available agent without losing their place in queue
How does 3CX’s Callback Feature work?
When a caller requests a callback, it is essentially a place holder in the Queue waiting for an available agent. The caller will then be given an option for a Callback (which is press 2) and then once a phone number is entered, the caller will be able to receive a call from the next available agent. 3CX’s Callback feature allows the caller to do other things instead of waiting on hold without losing their place in queue. And as soon as a callback is registered in the Queue, it will find the next available agent and call the number back. If there is no agent available, the caller’s number will be in the Switchboard’s Callback list allowing the next agent to catch up on any missed calls.
If you need assistance or have any questions on basic call queue management strategies to work with your internal process, Cove Central can help you with 3CX’s Call Flow Designer. Whether you need help with basic or a custom call flow, just ask us by emailing: help@covecentral.com
