It has just been brought to our attention that the EasyCallBack feature is not working as expected in certain scenarios, due to a recent vital release to our live platform. This is causing a problem with callbacks when an agent is not available to receive the call within 60 seconds of when the callback was requested.
We request that customers turn off the EasyCallback feature by going to:
Agents Teams & Queues -> Queues -> Edit the relevant queue -> Settings -> Turn EasyCallBack to Off.
This is currently being looked into by our Development team as a matter of the highest priority and we are aiming to release a fix before the end of next week (9th June)
We apologise for any inconvenience that this may cause you and can assure you that we are doing everything we can to get the feature up and running as soon as possible.