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Kamil G
Beginner

UCCX 10.6 - Agent - Call Back - Outbound Campaign? Scenario

Greetings Everyone,

I was asked to see if this scenario would be possible:

User calls the Help Desk... (there is some sort of outage)... so we want to play "Due to outage xxxxxx, all agents are experiencing high volume of calls... please enter your phone number and a service desk agent will call you as soon as possible"

User enters phone number, UCCX script saves the number and when an agent becomes available, the agent is reserved and outbound campaign dials the user's phone and they are connected... user talks to agent, and complains about the outage.

Is this possible with UCCX or do we need UCCE?

Thanks in advance,

Kamil

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