We are utilizing courtesy callback in our environment. It was implemented by a vendor, and I have been able to duplicate the feature for other lines of business, but I'm still trying to get a good handle on the solution.
1) How do I know whether we are using a static model or a dynamic model?
2) For either model, if my EWT is 1000 seconds, but agents become available sooner than that, can a call back occur prior to the EWT counting down to 0, or is this not possible?
3) In the attached file are screen shots of a CCB call in CUIC and reporting server. Why is the ICM EWT different?
I'd appreciate any help. Thanks!