Queue Call Back Optimization/Enhancement

Queue callback is not working as we and customers understand how it should work. it only gets offered when calls that are taken by members CAME from that same call queue.

Queue callback works like below at the moment:

Setup: Call Queue with 2 Agents, Queue Callback Turned on.

Call 1 comes into Call queue -> Agent 1 receives the call and stays on the call

Call 2 comes into Call queue -> Agent 2 receives the call and stays on the call

Call 3 comes into Call queue and Queue Callback is offered.

However it DOES NOT work when:

Scenario 1:

Agent 1 makes an outbound call

Agent 2 makes an outbound call

Call 1 comes into Call queue

Queue Callback is not offered.

Scenario 2:

Agent 1 makes an internal call to Agent 2

Call 1 comes into Call queue

Queue callback is not offered.

We believe and our customers believe that the purpose of the queue callback should be when there isn't anyone available in the queue to answer the call, regardless if the call they have currently came from that call queue.

This would be an enhancement optimization for the Queue Callback which would benefit the businesses who doesn't want to rely on voicemails and would want to keep the calls going, having their clients be called back the earliest possible time.