I think there is a miss-communication here.I never said the caller should stay on the line until it gets a callback (why on earth someone would do that??!!). All I meant was the caller should (actually MUST) hang up and then get a call back maybe after 30 min or anytime as soon as an agent become available. The actual call should maintain its position in the queue throughout this entire process. The call flow are:
1) All agents in the contact center are busy and the call gets queued on the Cisco IP-
IVR. Caller listens to a prompt - “All agents are busy assisting other customers.
Please hold and your call will be answered in the order received.”
2) The caller is given the option: “If you wish to leave a phone number for an agent
to call you back, please press 1”
3) The caller opts to leave a callback phone number.
4) The Cisco IP-IVR prompts the caller to enter the phone number he/she would like
to use for the call back.
5) The caller can also opt for a delayed call back. The Cisco Media Blender
processes the callback delay value with an additional prompt and collect through
the Cisco IP-IVR – “Please enter the duration after which you would like to
receive a callback”. Caller enters 15 minutes, indicating the best time per his/her
schedule to speak with an agent. This value is POSTED to the Cisco Media
Blender and the call back is scheduled after 15 minutes.
6) The Cisco IP-IVR collects the phone number and callback time (if applicable) and
POSTS a URL request using Cisco IP-IVR step “OpenURL” to the Trailhead
Server indicating that this request is for a callback.
7) The Trailhead server forwards this request to the Cisco Media Blender, which will
place a phantom call in queue (if there are no agents available) as a placeholder
for the callback.
8) When an agent becomes available, the phantom call is routed to the agent and a
call is made via the agent’s second phone line to the caller’s callback number.
