Implementing the callback contact flow
Based on our original design, we opted for setting all of the queues within the departmental flows. We created specific settings for each department, such as hours of operation and hold messaging. There are two ways that we can implement our callbacks in our current design.
The first option we have is to copy the flow that we just created for each department. This option would allow us to create different messages and hold music when callers are on the phone. For instance, the billing department might want a message telling callers to pay a bill online. In contrast, the oncology department might wish to have some messaging around a cancer support group in the area.
By separating the departments, you give your stakeholders a lot more flexibility. Personally, this is the way that I would implement the system. After all, your internal stakeholders are your customers, and you want them to be satisfied just as much as an external client. A compromise...