Asterisk 11 and 13 (Events)
The feature should work as shown below: Two Freepbx Modules with documentation, written in PHP and able to use demons.
Freepbx 13 Module One “Queue Callback”
The customer once placed in a Queue will be given the option to press 1 to request a callback (IVR Break Out Menu) or stay in Queue.
Once the option is taken the customer’s number will be presented with the option of using current number or enter in a new number (10 numbers only: 0NXXXXXXXX) giving estimate time of callback.
Once the telephone number is entered it will remain in queue until it's turn in Queue. (queue show XX)
Once the customer is next in the queue will transfer it to the next available Agent and play an announcement to Agent, then call customer. (Use FreeBPX CIDLookup on outgoing number and append to CID if no lookup returned show calling number in CID)
More than one Queue can have this option.
Freepbx 13 Module Two “Queue Callback Report”
All Callbacks Lodged (Dates/Times, Queue, Number, Current Position(Real Time)) marked as Pending or Successful-(Exten(Agent))
Filter abilities (Pending, Successful, Date, Number, Queue, Agent).
Able to export to CSV file.
Pending Calls in Callbacks Queue will have option to remove manually or change position in Queue or Queue number.
Full documentation showing modules and how modules work.
Need to matchup with QueueMetrics Queue logging. If call users Queue 50 must output data to Queue 50 in QueueMetrics
Reporting must show Date/Time call lodged and Dates/Times call taken