I am Raymond, SE in Hong Kong. I am working on a very common call center requirement for a banking customer via Cisco UCCX. In the call center world, this function is called "IVR rebound".
After call comes in to the IVR of the banking system and being dispatched to the agent, the agent sometimes needs to "reroute" the calls back to the IVR to perform some functions such as "PIN input / verification". In such a way, customer call can be transferred back to the IVR, listen to a voice prompt and then input his PIN number via IVR system. After doing that, the call will be "rebound" back to the ORIGINAL agent to continue the service.
I am wondering if UCCX can have such a capability to conduct such a standard call center feature. If yes, can you tell me how? If the answer is NO and it requires some special CTI programming. Will UCCX8 help as UCCX8 can support limited CTI programming / communication.