I need to create a billing queue that is completely separate from our sales/support queue. I don't want customers to have access to this queue, agents will transfer calls to this department for unique circumstances only. I would like for this queue to have a voicemail and the callback option but neither is required. I'm okay with the agents transferring directly to the "billing" group but there is typically only one agent available at any given time in the group. If the agent misses the call for any reason the end-user is put back into the original queue and starts the process at last place in the queue they just left.
I tried setting up a separate number and have agents transfer the customer to that number but that leads to double billing which is for obvious reasons is not an option. At this point I seem to be left with only the option of a warm-transfer and if the agent isn't available creating a ticket for a callback.
I would like to think there is some other, more effective way to accomplish my objectives than relying on warm-transfers and callbacks. Hoping someone out there can think outside of the box and point me in another direction.
Thank you all!
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