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<p class=MsoNormal><span style='color:#1F497D'>Hi and thanks for quick
response, <o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'>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 <b>Cisco Agent Desktop User Guide (</b>CAD 6.6 for Cisco Unified
Contact Center Express Release 7.0Cisco Unified Communications Manager Edition),
specifically the part in </span><b><span style='color:red'>red</span></b><span
style='color:#1F497D'>:<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><b><span style='font-size:10.5pt'>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). <span style='color:red'>The callback
type is configured by the administrator at the campaign level</span> and is not
controlled by the agent.<o:p></o:p></span></b></p>
<p class=MsoNormal><span style='font-size:10.5pt'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'>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).<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'>Andris<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
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<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Matthew Loraditch
[mailto:MLoraditch@heliontechnologies.com] <br>
<b>Sent:</b> Tuesday, February 16, 2010 7:40 PM<br>
<b>To:</b> Andris Zarins; cisco-voip@puck.nether.net<br>
<b>Subject:</b> RE: [cisco-voip] Cisco Unified CCX - algorithm how callback
agent is selected?<o:p></o:p></span></p>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>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??<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><b><span style='color:black'>Matthew Loraditch, CCNA</span></b><span
style='color:black'><br>
1965 Greenspring Drive<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:black'>Timonium, MD 21093 <br>
<a href="mailto:support@heliontechnologies.com"><span style='color:black'>support@heliontechnologies.com</span></a><br>
(p) (410) 252-8830<br>
(F) (443) 541-1593<br>
<br>
Visit us at <a href="http://www.heliontechnologies.com/"><span
style='color:black'>www.heliontechnologies.com</span></a> <br>
Support Issue? Email <a href="mailto:support@heliontechnologies.com"><span
style='color:black'>support@heliontechnologies.com</span></a> for fast
assistance!</span><span style='color:#1F497D'><o:p></o:p></span></p>
</div>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<div>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On
Behalf Of </b>Andris Zarins<br>
<b>Sent:</b> Tuesday, February 16, 2010 11:30 AM<br>
<b>To:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> [cisco-voip] Cisco Unified CCX - algorithm how callback agent
is selected?<o:p></o:p></span></p>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Hi,<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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. <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>It would be nice if you could point me to some relevant
documentation or, even better – briefly explain how do I configure this?<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal style='text-autospace:none'>Thanks in advance,<span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#6D6F71'><o:p></o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><b><span style='font-size:10.0pt;
font-family:"Tahoma","sans-serif";color:#6D6F71'>Andris</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#6D6F71'><o:p></o:p></span></p>
<p class=MsoNormal><o:p> </o:p></p>
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