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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><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></div></body></html>