Tell me about your experience with CCB and any cool modifications you've done.

[david.macias]

I've done a few installs of CCB, but never really done a serious deep dive into the solution. I recently posted a blog about a modifications I made to CCB to prevent it from being offered when your expected call back time was longer than your open time. This got me thinking about what else others have done. The most common modifications I see are:

- Changing the voice. It's ironic that all the default prompts for Cisco are female voices, but for some reason CCB is a male voice.

- Changing the app to be used for all business units who which to use it, allows to branch off based on Q.

- Only make a callback when the EWT and your call is 1 in Q.

Other than that I've not seen a lot of modifications. Even though I feel that CCB has a lot to be desired I'm surprised there hasn't been much posted on how others are making it better. I would love to hear what others are doing or are we just enslaved to Cisco's way of doing CCB.

~david

[Sadi20107s]

so you remove the complete prompt?

when customer receive the call he will not listen queue number prompt?

[Omar Deen]

@david.macias, we gave up on CVP CCB years ago and instead we leverage the AgentRequest API from SocialMiner/CCP. We found this to be far more easier to implement and we’ve done a lot of customizations to it…such as allowing to leave a voicemail (it’s a wav file really), having that wav file heard by the agent, and then making that outbound call back to the customer. It’s probably been six years since I last deployed CVP CCB. 

[david.macias]

@Omar Deen seems most partners went that route of using SM/CCP. I know most of the big partners have their own CCB package now. The worse I've seen is using the dialer :(. My biggest gripe with going down the additional channel route is the reporting. Do you guys have any custom reporting that marries the first call and CB?

david

[Omar Deen]

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@david.macias wrote:

 Do you guys have any custom reporting that marries the first call and CB?

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Yes, our CUIC SME figured out how to write reports for that. As part of our CCB installs, we now include these reports as part of the project and training on how to use/read them.

[mouazyusuf]

It looks an old topic but it worth to mention that to avoid likelihood of reached callers waiting back in queue and having a suboptimal experience we have done few customizations on the CallbackWait APP where we trigger the callerReconnect based on the QueuePosition instead of the EWT value . this setup still under testing and we are expecting to release it soon . have anyone experience similar setup before and what could be the potential drawbacks of following this approach?