I am fairly new to contact center environment and in learning phase now.
One of my clients has come up with a new requirement.
They have UCCX 11.x up and running fine and the requirement is as follows
Hope my question make sense to you and I would really appreciate if you respond ASAP.
Thank you in advance.
You could easily achieve this using Scripting. There is a sample script BaseLineAdvQueuing.aef available at the below link that serves the purpose of courtesy callback in UCCX:
As far as licensing is concerned, you will require Enhanced license minimum. No other licensing requirments are there.
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What portion requires Enhanced Licensing exactly? In order to achieve the requested behavior, I can only think of the following additional steps needed, at minimum, that may not be in use already in the queuing script:
According to documentation, none of those steps require Enhanced. Can you confirm my thinking?
That was more on a generic side that I wrote you will require minimum Enhanced Licensing as I have not checked the Scripting guide till then. But now since I have checked it I can definitely confirm that none of the steps used in that particualr script will require Enhanced Licensing,. Standard will be good enough.
Thanks for your inputs.
While I agree with what you posted I think the OP missed a critical piece of information. They want want to call the customre immediately back, they probably want to wait until a later time (agents available) and then call them back. What I would propose is to get the outbound dialing option (new license) and feed a campaign when the customer hangs up.