Personal callback Finesse

[j.huizinga]

Hi

I am configuring callback using the call back button when an agent receives a call from an outbound campaign, and this works fine. But I read about Personal Callback Call, which is what we want, customer talks to the same agent. But I can't see how to configure that. When a normal callback is scheduled, the callback call goes back in the same campaign as the call originated.

So how can an agent select Personal Callback, instead of regular callback (which I believe is default)

Thanks

JH

[Jonathan Schulenberg]

AFAIK Personal Callback is a PCCE/UCCE feature, not UCCX; Finesse is used by both platforms. Do you have UCCX-specific documentation stating it exists?

[j.huizinga]

Hello Jonathan

Yes, you are right, checked the documentation a little better and see now that this feature is related to UCCE. In UCCX the callback is put back in the same campaign where the call originated

Thank you for your answer