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module-callback-queues.md

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Callback module

This module is designed to handle missed calls automatically. Whenever a missed call is detected, a callback task is created. As soon as an employee becomes available, they receive a call; once they answer, an attempt is made to connect with the client.

Let's walk through the module's functionality with a few examples:

Missed Call

A client attempted to contact the company but was unable to reach anyone. This might happen for various reasons, such as:

  • The call was disconnected.
  • The client hung up before anyone answered.

In response, the module generates a callback task. Once an employee becomes available, they receive the task call.

Module overview

An alert sound file can be played for the employee. You can specify this file in the module settings under Alert "A connection with the client will be made." After the notification, the system will initiate the client call.

Employees handling missed calls should be added to a shared Call Queue. Set the queue number or employee number for handling missed calls in the module settings.

Not every answered call can be considered successful. The module allows you to define a criterion, The duration of the answered call, which we consider successful.

If the call is unsuccessful, you can set retry parameters:

  • Delay – interval between retry attempts
  • Number of call attempts

Older calls may no longer be relevant, so there is a configurable “expiry time” for missed calls. Calls and tasks older than the set The number of seconds to analyze missed in the history will not be processed.

Callback Request from Client

In cases where a client is tired of waiting and requests a callback, the module can handle it as well. Specify the sound file in Alert "The request for a callback has been accepted"

Once the client presses 1, a callback task is created, and the client hears the confirmation notification. The Press 1 to request a callback feature is available in queues listed under Queues for callback.

You can also configure additional notifications in the Advanced settings for individual queues.

{% hint style="info" %} The Ad phrase or additional notification setting for queues only works when all employees are busy. {% endhint %}

Additional settings in the queue section

This feature can, for instance, prompt the client to press "1" to initiate a callback request.