UCCX Collect unanswered calls and make callback

[Guillermo_PY]

Hello team,

I want to create a script to collect unanswered calls and make a callback to the customer again.

Any suggestion to do that?

UCCX 12.5

CUCM 12.5

[Elliot Dierksen]

It depends on your licensing. If you have premium, you could generate a report of unanswered calls (however you choose to define that) and upload that to an outbound campaign.

[Guillermo_PY]

Hello @Elliot Dierksen I have a premium license.

But I don't have in mind how to generate the report from my script. Is possible to do that?

[Elliot Dierksen]

No report would be something separate. I know there is an abandoned call detail report, so that could be a starting point. What I am talking about is using the output of the report to create a contact list. You would upload the contact list to CCX as part of an outbound campaign. That could be predictive (auto dialer) or preview (agents select the calls). Then there really isn't any script. You use features that are already there in CCX.

[Guillermo_PY]

Ok, @Elliot Dierksen  I will be trying and then I will update what happens with my requirement.