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Acqueon has a solution for this.....Both Estimated Wait Time and Scheduled Callbacks can be enabled. Keeps everything in house w/Cisco. Acqueon Callback
Acqueon (www.acqueon.com) has a courtesy callback/scheduled call back capability. Allows the caller to choose which option (hold place in queue or schedule a callback for later in the day/week).
With 8.5, it seems to be documented that non-ACD calls on a non-IPCC line can be tracked/reported on via UCCX Reporting. Using the Agent Detail report, there is a field for Call Type. This field seems to indicate what type of call/extension this is...
