Prioritize Courtesy CallBack (CCB) Calls - UCCE/CVP

[SANJ21]

Have UCCE/CVP v12.5 deployment and we're currently using Cisco's CCB solution (ie. CallbackEntry, CallbackEngine, etc.). Our customer had asked if it's possible to prioritize these CCB calls over the ones that hit the queue normally (non-CCB). I know this is probably not best practice as it would probably cause those non-CCB queued calls to wait longer but wanted to ask if this easily do-able and if it is as simple as assigning a "Queue Priority" node before routing to the CCB VXML app. TIA

[pk88]

Hello There,

So you want to prioritize the CCB calls over other calls. As you said, you can prioritize the calls before routing to CCB VXML app. But i would recommend you to prioritize the calls once the application call back the customer and get them on call. Once the customer number is dialed, before you invoke the CCB Queue treatment for the connected customer, you can prioritize the call. Hope this helps.

[SANJ21]

Thank you. So if I'm understanding correctly, you would assign a "Queue Priority" node in ICM (with higher priority) just prior to triggering the CallbackQueue vxml app?

[pk88 · Accepted solution]

That's right, with that caller will be given highest priority post system dials them. 

Thanks

PK

[SANJ21]

Thank you very much!