NethVoice: Callback Option via Exit IVR for Queued Calls

[andrea-marchionni]

Description:
Introduce a new feature that allows callers waiting in a queue to opt out of holding and request a callback instead. This would be handled through an exit IVR, which asks the caller if they would prefer not to stay on hold and be called back later.

Functionality Details:

• When the caller chooses the callback option, the system should:

  • Automatically register the call as a new item in the NethVoice CTI under the list of pending calls to be managed.
  • Include a reason or label for the callback request (e.g., "Callback requested via IVR while in queue") to help operators understand the call path and context.
  • (Optional but ideal) Log any relevant queue/wait time data or caller input that may assist the operator when returning the call.

Benefits:

• Enhances caller experience by reducing frustration during long hold times.
• Optimizes agent time management by allowing for organized handling of callbacks.
• Provides clear traceability of the call’s journey and reason for deferred handling.