is there a way to eliminate the option in the queue callback module to have the caller enter a number arbitrarily?
Let me explain, if I call the queue and the Queue Callback option is active, the system offers 2 possibilities to the caller, the first to be called back to the number with which he called, the second to enter a number of his choice on which he will be called back.
Now, in the Queue Callback module you can play with patterns to prevent the caller from entering perhaps premium rate or international numbers, but I can also imagine the scenario where someone has fun calling by entering random numbers and perhaps residential or people who have nothing to do with our customer service
I’m not sure how often a rando calls into a tech support line, waits in the queue for perhaps a callback option and then enters random numbers. I’ve heard almost nothing in regards to this being reported over the years.
Well the ways of the Lord are infinite…in any case at the moment we manage 5 million calls a year on different queues with services of various nature not only technical, it is something that deserves attention. Maybe it could be a form of retaliation against a company…it generates hundreds of calls from an anonymous number that inserts telephone numbers of unaware people…it would not be a good publicity for the company.
Has this happened before? Have you had reports of high amounts of call backs that would show this is a pattern or something happening? I’m just curious since the only ones that can facilitate this request is Sangoma.
No, but only because we didn’t have the callback option, but we had cases where someone had fun finding bugs in the infrastructure and then using them and I’m not talking about a cyber attack, but simple customers.