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Issue with UCCX CallBack Request a lot of times.

Dear Team,

 

We have implemented the UCCX Callback feature:

https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-express/214522-configure-custom-script-for-callback-fea.html

 

However sometimes the users request a Callback a lot of times in a short time period (for example if all of the agents are busy for a long time). We need generate only one callback in case multiple unsuccessful inbound calls occurred. Any way to implement an automated de-duplication of this callback request? For example if someone request a Callback and after x5 minutes calls other time the system detect this duplicated request and present a prompt like "We'll call you back in a few minutes, thanks" and hung up the call.

 

Any idea?

 

Thanks.

2 Replies 2

You will have to implement you own datastore  for storing which calls are in you callback queue (And move them again when the callback has been made).

Out off the box there is nothing like that

 

When the customer rings in an has accepted a callback, make and insert to an external DB with the number. When then the callback is made, delete the record in the DB

 

Whenever a customer rings in, your could then make a select to that DB to see if the customer has a waiting callback.

 

Please rate helpful posts and if applicable mark "Accept as a Solution".
Thanks, Thomas G. J.

You could also create session with the key of the calling party. When a callback is requested, you can try to find an existing session using that key. @Thomas G. Johannesen is correct that a database lookup would work as well. That does require a UCCX Premium license as well as a database server somewhere to store the information. I forget what the default lifetime of a session is, but they are automatically cleaned up. You would have to have some back end cleanup processes if you store it in a database. All perfectly valid, but it does add some more complexity.

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