Hi Dave, maybe my description was not clear. I am looking at a solution that does the following.
- person types in phone number on a website
- his position is recorded in a virtual queue.
- when it is his turn or next in line in the virtual queue, the system calls both parties and connects them.
this is how google support and amazon currrently work.
with freepbx there are 2 paid modules that do callback. One is web callback, in which you type your phone number on a website and then the system IMMEDIATELY calls you back and places you in a real queue and forces you to wait until your turn in the queue comes up and an agent is patched through. This piece works fine.
the other module that does callback is the queue pro module which has a queue callback option. In this one, the end user initiates a call, the automated attendant picks up and asks "do you want to wait for your agent, or do you want to hang up and we will call you when its your turn on the queue. This also works fine.
The problem is when you try to connect these 2 modules. I want the person to type the number and automatically be placed in a virtual queue (no questions asked) and then get a single call when its their turn in line and get patched through to the agent. This does NOT work fine.
The way these two modules interact creates a situation were you
1)end user input phone number on website
2)end user immediately receives FIRST phone call
3)automated attendant asks if end user wants to wait on the phone or have the system call them back when its their turn in the queue.
4)if End user chooses the virtual queue, they hang up
5) when its their turn, the system initiates a SECOND call
6) when end user picks up they are patched through to an agent
the failure is in requiring the 2 calls. I want the system to assume the number received over the webform is destinated for virtual queue and for the system to make one single call when its their turn in the line.
thank you.