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uccx callback



 is any new features in callback behavior in UCCX rls 11?


26 Replies 26


thank you, this was very helpful

Hi Deepak,

what is happening when agent make an unsuccessful call back. Can call be queued again for the second chance of callback?


Thank you

When you say when agent make an unsuccessful call back, you mean agent pressed 2 to connect to an agent and is not able to connect for any reasons or call goes RNA

That call is over from UCCX perspective then, it cannot be queued again for callback. OD can do this tough.



I know this thread is somewhat outdated but wanted to see if anyone can shed some light about the callback script from Cisco Repository. I've deployed a variation of it but keeping pretty much all the callback functionality as is. The issue I'm running into is that after some time, i get an error in RTMT svc logs saying max steps of 1,000 reached. When I debug the main script, I see that after the Place Call, it loops through the agent prompt to press any key and eventually reaches the max steps. I tried changing this from a Get Digit String to a Menu Prompt so I can go beyond the 10 sec max timeout. However, from what  customer is telling me that if we put say 60 seconds for timeout, their agents can't seem to press any key. Could be a bug but I will test in my lab. Anyway, trying to get some suggestions on how others have handled this especially for cases where it will take as much as 45 minutes for the callback queues to be connected to an available agent due to call load. TIA

You can add a longer hold in the session hold script, but that only buys you some time. Ultimately in a long enough timeline this will ultimately fail again. I suggest you move this functionality to the dialer.


I have the same issue, and I am thinking to change the max number of steps to 2000.

is anybody know what can be the issue with that?

I did test and it looks fine for me. I got longer waiting time in the call back script.

So, it should generally be ok, but I believe I've heard that you might run into some system memory issues, you might want to ask TAC about it though.