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Contributor

Courtesy Callback - changing the min EWT of 15 mins?

When I tested Courtesy Callback, I only get offered a option to leave a callback if the EWT is 900 seconds (15 mins) or more.

This seems to be a setting within the CVP Reporting server?

 

The CVP Call Studio App "CallbackEntry" uses a Validate Step which queries to the Reporting server. If it gets  to offer a callback option or not.

 

I could not find a way to configure this to a lower value?

 

e.g. if I wanted to offer a callback if the EWT was 10 minutes or more - e.g. change the default min EWT of 900?

Can I just skip the Validate step in the Call Studio App and offer callback anyway (within the CallbackEntry app)?

 

Regards,

Gerry

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Accepted Solutions
Cisco Employee

Re: Courtesy Callback - changing the min EWT of 15 mins?

Gerry,

Set the Max Extimated Wait Time in the queue default settings to the value you want.  The validate step checks whether a callback is a possible option, not whether it should be offered.

2 REPLIES 2
Cisco Employee

Re: Courtesy Callback - changing the min EWT of 15 mins?

Gerry,

Set the Max Extimated Wait Time in the queue default settings to the value you want.  The validate step checks whether a callback is a possible option, not whether it should be offered.

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Contributor

Re: Courtesy Callback - changing the min EWT of 15 mins?

Thanks Paul.
Don't know how I missed that one!
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