Hi,
We have setup CCB in a customer environnement. I would to know if I can return to ICM if the customer doesn't want a courtesy callback. The reason is simple it's because I need to check if agents are login (in case of emergency). The ICM script is pretty simple.
My questions is simple.
1. Can I return the call to ICM if the customer doesn't request a CCB
2. Can I return the call to ICM once the callback is established and customer is on the line.
