Call Back Feature for Call Center ACD

[ChrisGuglielmo7676]

Hello,

The manager of our helpdesk department who handle all calls for our client's would like to know if Cisco offers a call back feature where a client calls in for support and is put on hold has the option to leave their phone number for a call back. Can anyone point me in the right direction to see if this can be done with Call Center and our ACD we have setup. 

Thank you, 

[Omar Deen]

You can use...

• CVP Courtesy Callback: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_12_5_1/maintenance/guide/pcce_b_features_guide_12_5/pcce_b_pcce_features_guide_12_5_chapter_0111.html
• SocialMiner (now named Customer Collaboration Platform) Agent API Callback Request: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_5_1/configuration/ucce_b_ucce-features-guide-12_5/ucce_b_cisco-unified-contact-center-enterprise12_5_chapter_010.html
• Or go with a Cisco S+ partner like Virtual Hold Technologies: https://vhtcx.com/platform/voice-callback/

[Anthony Holloway]

Check out the sample script repository for examples of how to create a callback script.

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guide/script_repository_902.zip

There are also a number of forum postings, and articles online describing this process for UCCX.

Do be warned that Callback is not an actual feature of UCCX, and therefore has a high degree of complexity and a low degree of features; both are challenges which can be overcome, but not easily so by the inexperienced.