| Ticket Number | YT:PMD-3244 |
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| Project Goal | Enable queued callbacks with retry and position preservation in PortaSwitch call queues, allowing callers to opt out of waiting—and be called back automatically when an agent is available—while maintaining their original queue position. |
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| Why this project exists ? | Reduce abandoned calls and caller frustration caused by long hold times. Enhance customer experience by offering callback flexibility and multiple retry attempts. Optimize resource usage by freeing up trunk lines and smoothing agent workloads during peak periods
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| Who are the users / whom we bring value ? | End callers: they benefit from callback convenience and shorter perceived wait times. Contact center agents/supervisors: they handle more connected calls with less drop-off and better workflow. Administrators/CSP teams: they gain advanced queue management with configurability and monitoring. PortaSwitch owners (telecom CSPs): they can offer a premium, competitive feature in their UCaaS and call-center portfolios.
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| What are the benefits for CSP/ PortaSwitch owner? | - Reduced Telco Costs: Callbacks free up trunks and reduce toll charges while callers wait—lowering per‑call expenses
Improved Call Handling & Productivity: Callback smoothing smooths spikes and leads to better agent utilization with fewer abandoned calls . Stronger Competitive Differentiator: Offering robust callback options (with retries and position retention) makes PortaSwitch more appealing versus legacy or competitor platforms lacking this feature. Enhanced Customer Satisfaction: Customers appreciate time-saving and flexible options—75% prefer callback over waiting Operational Insight & Control: Callback events can be tracked and measured through logs and metrics tied into PortaSwitch’s real‑time analytics—helping CSPs monitor performance and fine‑tune campaigns.
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Target Release
| N/A |
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| Area | PortaBilling, PortaSIP |
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