We want Zendesk to always show "Request a callback" button, regardless of whether an agent is online or not.
Context: We are trying to set up a passive callback feature, where agents won't be accepting incoming calls at all. Instead they should always get request for callback in the form of a Zendesk ticket and then make an outgoing call.
Right now if all agents are Away or Offline, the "Request a callback" option is not even shown.
In your support doc it says if we go to Contact Options and select "Request a callback and call us", then "Call us will be shown when agents are online. Request a call back will be shown at any other time.". However this is not what is happening for us. If no agents are online, Request a callback is simply not being shown at all.