05-21-2019 03:03 PM
Dears
A Callback feature can be configured by the standalone UCCX feature or it needs a Ecosystem Cisco partner, if it can be done by UCCX alone please refer to me the convenient document.
How it works for example a customer is on long hold and it drops the calls how the agent comes to know the telephone number of the customer, is it by missed call number ???? and how it routes to the particular agent ??? and it will be a manual call by the agent or a automatic call.
another example if i want a customer to drop a voice mail then the voice mail will be dropped on unity connection but after that what sort of configuration has to be done on unity connection and UCCX and how it will trigger the automatic outbound dial to the customer drop voicemail message.
Scripts are very new to me i need to understand how we create and what approach has to be taken for callback or etc etc features, can anybody route me to the basic to advanced videos or book to purchase.
Solved! Go to Solution.
05-22-2019 04:36 AM
05-23-2019 03:24 AM
thanks for the reply
the message which customer drops will be stored in the contact center itself, please correct me if i m wrong.
Regards
05-22-2019 04:36 AM
05-23-2019 03:24 AM
thanks for the reply
the message which customer drops will be stored in the contact center itself, please correct me if i m wrong.
Regards
05-23-2019 08:08 AM
05-23-2019 10:49 AM - edited 05-23-2019 10:53 AM
thanks
So you are confirming me that we dont require a unity connection nor we require any third party i mean to say Cisco ( ATP) to do this job. Do we have a configuration example from Cisco to configure callback function.
05-24-2019 04:13 AM
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