TIPS Incredible PBX--- "Tired of waiting on hold?"

[Joe Diamond CPA]

Hi everyone and happy father's day! Thank you for allowing me to be a part of this community and thank you for all of the fantastic help you all have given me in the past.
I have a question about Ward"s great article. I am just having a tough time understanding the mechanics. Do i make a message in the queue stating that the caller can have a callback when I get off my current call by pressing ##HOLD#? or am i getting this all wrong? Can someone please explain to me exactly how this works and how to properly use it? in a queue? IVR? THANK YOU

 

[kenn10]

If you call someplace like a support call center and get put in a lengthy queue, that is where this comes into play. You transfer the call to the prescribed number which continuously plays a recording to the party you placed on hold telling them to press a digit to ring you back. The article is pretty clear on this: https://nerdvittles.com/tired-of-waiting-on-hold-heres-a-simple-asterisk-fix/

This is really only for one instance at a time and does not scale for a whole system to use.

 

[Joe Diamond CPA]

Hey Ken great to see you again! hope you and your family are well!..............OK, so since I am a KOOB, LOL, who exactly transfers the caller? does the caller make the transfer by pressing ##HOLD#? does the caller know to do this by a message in the queue (if you prefer not to wait in queue..........) or do I (who is on a call now) do it? also when the caller presses the digit, does the PBX then call us back both????

 

[kenn10]

This has nothing to do with a queue on your system.

You, who are waiting on hold for the other end to come on the line, transfer the call and go on about your business. When the person who put you on hold comes back, they hear a recording telling them to press zero. When they press zero, it rings back your extension. The recording is included in the installation package.

Scenario: You call the IRS help number and you reach their queue saying the average wait time is 45 minutes (on a good day.) You transfer the call to ##HOLD# and hang up or make another call or otherwise work at your desk. If an IRS queue agent ever comes back on the line, they hear a recording telling them to press zero to ring YOU back. Assuming they press zero instead of dumping the call, it will ring your extension back.

 

[Joe Diamond CPA]

ahhhhhhhhhhhhhhhhhh! thank you Ken, now i get it! I really appreciate you taking the time to help me with my PBX enthusiast hobby journey with Incredible, Free, and Vital PBX's!

 

[kenn10]

Waiting on hold for the IRS after 79 minutes....