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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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Call Back Feature Questions

Our call back feature relies on the agent to press "any digit" to place the call back to the customer.   

 

Pending call backs are presented in our queue as calls waiting, by design there is no way for the agent to differentiate a live call that is waiting versus a call back.   

 

Agents answers, there is a beep, then recording says says to "initiate a call back press any key"

 

1.   If the Agent hears the beep, realizes it is a call back and instead of pressing any key, they disconnect; does the call stay in queue as a pending call back?  

 

2. If the Agent presses any key and then immediately disconnects, does the call stay in queue as a pending call back?  

 

We are receiving complaints of customers not receiving calls back and I am trying to determine if there is a way for agents to avoid completing call backs.  

 

I have read so many documents on this feature and have not been able to get answers to the above, so I appreciate anyone's input! 

 

 

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