timcrews
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Joined 2 years ago
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Re: Intelligent Call Back feature
Thanks for reaching out. When we purchased our system, there was a working option for ICB if a caller didn’t want to remain in queue for a representative. There was no waiting time limit to be met - we need the feature enabled without time limits and beginning with the first caller.1.2KViews0likes0CommentsIntelligent Call Back feature
The activation of the call back feature for customers exist in the settings menu, but it is now misleading following a recent upgrade. It seems hard code has been added that requires agents to be unavailable within a queue for 15 minutes before the call back feature is enabled. Additionally, the call back feature does not begin with the first caller, but after 10 callers. This feature is now totally useless for my company and I can't imagine very many companies focused on customer experience that are going to find it useful. If there was a need to add such elements to a feature, it seems it could have been added as an option within the call back feature area. One of the major reasons my company purchased GoTo software was because of the call back feature we could offer and control. Now, I have been forced to create ACD's in my dial plans that give callers the option and, based on their response, loop them back to the queue to wait or forward them to voicemail. This works but it concerns me the feature was changed without notice and because I don't understand the use of it now.