Callback Service (E-Mail) if Queue ist overloaded or extension is not reachable?

(MK) #1

Dear Community,

There is a possibility if a caller is in the queue (or calls the extension directly) and the extension is busy, that the caller then receives the message (MP3 announcement): Unfortunately, all lines are busy. If you would like to be called back, press key 1.
Then when the caller presses button 1, an e-mail should go out to a stored e-mail address with the information when the caller called and when the call was made.

Thank you in advance.



usually with Queue’s you give the waiting caller the ability to press 1 (or any other number) to leave a message for the agents. This then leaves a voicemail which you can use the voicemail to email functionality to provide what you are asking for.

  1. create an IVR with that has an option to leave a voicemail if a certain number is pressed
  2. create an announcement that says something like “We’re sorry to keep you waiting, if you’d prefer to leave a voicemail and have someone call you back, please press 1 now or continue to hold for the next available agent” and that then transfers the call to the IVR you just created
  3. Applications > Queue > Call Announcements > IVR Break out menu

Place the announcement there and select how often you would like the caller to hear this option. I usually put 5 minutes but it depends on how busy the queue is in your particular situation.

There may be a better way to do it but that’s what I know.

(Jared Busch) #3

Typically, you want to use Queue Call Back, and this is an advanced feature in the commercial
Queues Pro module -

(system) closed #4

This topic was automatically closed 7 days after the last reply. New replies are no longer allowed.