Hi,
I need some advice if this is doable.
As per the current IVR setup, the caller can ask the agent to callback when available, however, my customer wondering if the callback can be by queue priority.
Meaning if the caller chooses to get agent callback, the system will then automatically set the priority, so that agent will callback based on the priority set, 1st, 2nd, 3rd, etc.
Also, while the customer is waiting in the queue before hanging up the call. Possible to play a message to update customer " what queue number is he in, example there are 5 customers in the same waiting queue in front, etc "?
Regards
#Outbound#Routing(ACD/IVR)------------------------------
Johnson Lu
MFE International Pte Ltd.
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