07-01-2013 10:47 AM - edited 03-16-2019 06:09 PM
IP Communicator/softphone:
Problem: customer service rep answers a call, has conversation with customer, at end of call on hung-up by customer orservice rep. Phone places a call back to that customer. This does not happen each time a call is taken by this rep, but will happen randomly throughout the day. I only have this problem with one service rep at this time.
Any help to resolve this matter would be greatly appreciated.
Greg
07-01-2013 12:57 PM
You are saying the is auto-dialing someone back without any end user interaction?
07-01-2013 01:04 PM
Yes.
Then the customer service rep has to end the call and it terminates with no call back.
07-01-2013 01:06 PM
Are you using UCCX for this deployment?
07-01-2013 01:11 PM
Yes.
07-01-2013 01:13 PM
As a quick test then, have the agent logged out. Have someone call this IPC user directly (not through UCCX). They answer the call. Talk, hang up. Does it still do a call back afterwards? My guess there is something in UCCX that is causing the callback to happen. Nothing in CUCM would be able to "make" a call randomly after hang up.
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