Get a call back from a number with an extension

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4 Comments

  • Caroline Kello
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    Hi Gabriel,

    Thanks for pulling this over to a Feedback forum post.

    Just to clarify a couple of things; you have a general company number, like +44 XXX00 00, and then each client has their own extension to that. Is that extension something like +44 XXX00 12, or +44 XXX00 00 x 12? If it's the latter, how would you see your client key in their extension on their keypad for the callback? 

    In either case it sounds like you would need the option to disable the "press 1 to be called back on the number you dialled in from", as the caller ID for any outgoing calls from your company would display the general caller ID like +44 XXX00 00 in the example above? So each incoming call that requests a callback is required to enter a different number. Does that make sense?

    I appreciate you working through your use case with me.

    Thanks, Caroline

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  • Gabriel Cyr
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    Hi Caroline,

    Yeah you got that right, there is a general number to the compagny +1 123 4567 and everyone at the compagny has its own extension x 1234.

    So yeah beign able to disable the "press 1 for a call back to this number" is kinda crucial, since everyone calls from the same number.

    The ideal scenario would be : 

    • Client enters the queu and hears the general greeting
    • client presses 2 to be call back
    • client enters the call back greeting (which should be customizable). There, a IVR tree would be great. It could ask for some options
    1. Press 1 to be call back to this number. If pressed, then the client's number is noted and stored and then processed by the agent.
    2. Press 2 to be call back to a different number. If pressed then the client is asked to type in his number to be called at. After he finishes entering the number, he is asked another question "is there an extension ? " The client can then answer Yes or No (1 or 2). If Yes then the message says something like "please type in your extension to be call at and finish with pound". The number and extension are then noted and stored and then processed by the agent.

    Here is a quick process explaining this.

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  • Caroline Kello
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    Gotcha. This all makes sense, thank you Gabriel for taking the time to walk me through your use case. I had a quick chat internally as well and I'll add this to the backlog for possible Callback improvements, but as of right now we've no plans for the short-term roadmap to change any of the existing behaviour.

    Thanks again, Caroline

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  • Gabriel Cyr
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    Alright, backlog is better then nothing haha. Do you have your roadmap publicly available somewhere?

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