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

[Andris Zarins]

Hi and thanks for quick response, 

 

One thing I forgot to mention - I'm talking about OUTBOUND campaign
mode, not inbound customer contacts. On other hand - there should be no
difference, IMHO, if call is inbound or outbound, as long as CCX knows
the agent who has placed it in "callback" state and knows the
caller/called phone number. I'm referring to feature described in Cisco
Agent Desktop User Guide (CAD 6.6 for Cisco Unified Contact Center
Express Release 7.0Cisco Unified Communications Manager Edition),
specifically the part in red:

 

Callbacks can be configured so that, when the call is redialed, the call
is directed to any agent (regular callback) or the call is directed to
the agent who made the callback reservation (personal callback). The
callback type is configured by the administrator at the campaign level
and is not controlled by the agent.

 

There is no ticketing system, and contacts are requesting a callback by
speaking to the agent or an agent places the contact in 'callback' state
by himself (via wrap-up notes, for example).

 

 

 

 

Andris

 

From: Matthew Loraditch [mailto:MLoraditch at heliontechnologies.com] 
Sent: Tuesday, February 16, 2010 7:40 PM
To: Andris Zarins; cisco-voip at puck.nether.net
Subject: RE: [cisco-voip] Cisco Unified CCX - algorithm how callback
agent is selected?

 

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
1965 Greenspring Drive

Timonium, MD 21093 
support at heliontechnologies.com <mailto:support at heliontechnologies.com> 
(p) (410) 252-8830
(F) (443) 541-1593

Visit us at www.heliontechnologies.com
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Support Issue? Email support at heliontechnologies.com
<mailto:support at heliontechnologies.com>  for fast assistance!

 

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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