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HTTP Queueing of calls

mwteixeira
Level 1
Level 1

‎10-05-2007 11:22 AM - edited ‎03-14-2019 01:23 AM

Is there a way for a customer to put in their number in a webpage and have that webpage enter a call into the queue? Then have the system do a callredirect to have the agent call the customer back?

Thanks,

Mike

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3 Replies 3

Riccardo Bua
Level 5
Level 5

‎10-07-2007 10:39 PM

Hi Mike,

the depicted scenario is exactly what the web option is providing as a feature in the IPCCE world, it is called web callback, as an example it is used in Cisco Live! calls.

Are you looking for an IPCCX or IPCCE solution?

Regards,

Riccardo

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Dennis Fogler
Cisco Employee
Cisco Employee

‎10-10-2007 11:05 AM

This can be done in IPCC Express. You will need to set up a script & application that can be called via a http trigger.

The web page that calls the script will have to collect customer's phone number in a form. The form can then pass the data as parameter to the IPCC Express Script. The form can use either a GET or a POST to do this such as:

The script can then obtain the customer's phone number from the http parameters using the Get Http Contact Info step.

From here the http request can be queued to an agent for call back. There is an example of this script in the CRS "Getting Started with Scripts Guide" under the "Designing a Contact Neutral Script" section.

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Dennis Fogler
Cisco Employee
Cisco Employee

‎10-10-2007 11:07 AM

link to document referenced in reply.

http://www.cisco.com/application/pdf/en/us/guest/products/ps8219/c1667/ccmigration_09186a008084d928.pdf

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