Solved: Re: Courtesy Call Back - ICM vs CVP queuing

JEAN-FRANCOIS DIOTTE · ‎10-22-2016

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.

ptindall · ‎10-23-2016

You can return control back to the ICM script in both cases. Once the caller has declined a callback or been retrieved the call is essentially no different from a normal inbound call. Any further queuing should still be handled using the CCB queuing application to allow the mechanism to accurately track the calls in a common logical queue.

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