question

Muhammad Anwar avatar image
Muhammad Anwar asked Phong Vu answered

Issue with using RingOut for "Let us Call you back functionality"

This question is in response to an implementation suggested by Mr Phong.


We have RingOut functionality implemented on our website and whenever customer leaves his/her number and requests a callback, a ringout session is initiated that calls the number to our call queue number and Customers enters our call queue and are on hold until handled by the next available agent.

The problem is, if a customer does not answer the call (he misses it) after X seconds when the call proceeds to customer's voicemail, it then gets connected to us. And the entire hold duration and agents greetings to the customer (who has missed the call) goes as the voicemail to the customer. Ideally, if the call is not answered by the customer, before going to the voicemail of the customer the ring out session should get terminated and should not proceed to the callee (our call centre). But since it is not terminated, that call stays in our call queue. And an agent proceeds to answer that ghost call.

Which is inconvenient for our agents and our customers as well.

Will appreciate any help regarding this.



Link to my previous (related question)
https://community.ringcentral.com/questions/95825/using-ringout-for-let-us-call-you-back-functionali.html?childToView=95828#answer-95828

ringout
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1 Answer

Phong Vu avatar image
Phong Vu answered

This is out of our control "The problem is, if a customer does not answer the call (he misses it) after X seconds when the call proceeds to customer's voicemail, it then gets connected to us."

Basically, when a callee's carrier forwards an incoming call to the callee's voicemail box, it sends the same signal "Answered" to us as the call would be answered by the callee.

This is not related to RingOut, it is the same for any type of calls.

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