[cisco-voip] Cisco Unified CCX - algorithm how callback agent is selected?

[Matthew Loraditch]

We need more detail.  How are they requesting a callback, Do you have a ticketing system you are linking too? How do you know one call is related to another??



Matthew Loraditch, CCNA
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From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Andris Zarins
Sent: Tuesday, February 16, 2010 11:30 AM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Cisco Unified CCX - algorithm how callback agent is selected?

Hi,

We are using Cisco Unified Contact Center Express (7.1, with Cisco CUCM) and would like to configure it the way that in case customer requests callback, callback is handled by the same agent as original call, not by any agent available.

It would be nice if you could point me to some relevant documentation or, even better - briefly explain how do I configure this?



Thanks in advance,
Andris

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