Unity - Keep My Place In Queue

Description

Keep My Place in Queue (KMPIQ) is an add-on to Unity for the Nextiva call center feature that allows queued callers to request a call-back when their place in the queue reaches the front.  This feature uses the inbound caller's caller ID number to hold their place and make the callback, so unknown or private numbers will NOT receive the option for a callback.

This feature requires either the Nextiva Call Center Enterprise or Nextiva Call Center Professional licensing for agents, a Unity Agent or Unity Supervisor license, and a Unity KMPIQ add-on license.

How it Works

When a caller requests a callback, Unity keeps track of where they are in the queue.  When their position reaches the front, Unity forces the next agent into an unavailable state and presents them with the callback.  Once the agent completes the call, Unity will place them available to take calls from the queue again after a customer-defined wrap-up time.