Hello all!
we have implemented Courtesy Call Back on our UCCE environment (ICM 10.5.2 / CVP 11.5). I know the maximum wait time for a CCB call is 90min and this working fine. The issue i'm having it's when CCB is offered to client but client do not choosing the CCB option(so going to normal queue). The 90min max wait time is still appliedin that specific. Unfortunately, our wait time is sometime higher than 90min. Does someone has already experience this? If we are not going through CCB applications, our queues wait time is more than 3hrs and working correctly.
Thanks!
Olivier
