IP Phone - Calls customer back upon end of previous call/hungup

[Greg Ross]

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   

[Tommer Catlin]

You are saying the is auto-dialing someone back without any end user interaction?

[Greg Ross]

Yes.

Then the customer service rep has to end the call and it terminates with no call back.

[Tommer Catlin]

Are you using UCCX for this deployment?

[Greg Ross]

Yes.

[Tommer Catlin]

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.