We're using ININ to handle calls only at this time. no emails, no chats, etc.
On our ACD queues, we have a callback offer, if the call is not answered in 90 sec.s.
Once the caller requests a callback, the callback interaction remains in the queue as if it was a regular call.
Now, when the agents open the callback item, they have to click an extra button to dial out, and then once they're done, and they disconnected that call, they have to take an extra action and disconnect that callback "event".
This presents some issues. If an agent forgets to disconnect that second 'event' the agent appears as though he's still on the call, and is not recieving any more calls.
Is there a way to automate (customization??) this process, so that the agent's experience with callbacks is same, or as close to the regular inbound calls as possible? so that if the agent hangs up on that callback, the second 'event' is disconnected on it's own?