We have several customers in India, where the phone system is terrible. It is extremely hard if not impossible to get a single toll free number that is accessable from all of India, to be forwarded out of country.
We are looking to have a web link where the customer can enter a phone number, and then recieve a callback from an Agent.
I am fairly new to ACD Scripting.
EDIT: After typing all of that up, I just remembered that there is a sample script for doing this in the Script Repository.
You can download it from this link: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html
The details are in the following folder: script_repository_902\script_repository\release1\Readme\README-webcallback.txt
Disclaimer: I have not used this sample script from the repo, I just knew it was there from browsing it.
Original Reply Below
If you want the solution to be 100% in UCCX, which is possible, you will need the UCCX Premium Licensing for your system. With Premium licensing you can accept contacts via multiple channels, to include: phone calls, email, and web.
The solution is not so simple to setup that I can type it all up right here, but I will give you the high level:
Two New Scripts
Create a new script that shows the user a web form for them to submit
Create a new script that accepts the form submission
Two New Applications
Create a new application to control your web form script
Create a new application to control your form submission
Two New Triggers
Create a new HTTP Trigger for your web form application
Create a new HTTP Trigger for your form submission application
You will need to know how to build a web page and specifically a web form, as that's not a drag and drop feature of UCCX. You need to write valid HTML for this task.
Web Form Script Details
Once you write the web form page in HTML, you will need to have the web form script serve it up to the HTTP Contact. The form action should point to the HTTP Trigger for the form submission application.
Form Submission Script Details
Now you need to write the form submission script to read the POST header fields, to grab pontentially more than, but at atleast the call back number of the customer, which they would have typed into the web form. Once you have the callback number from the customer, you need to use the Place Call Step to call into your normal (and possibly existing) CSQ handling script. In the successful branch of the Place Call Step you will need to loop (for a long time) and ask the Agent to press a key on their phone to acknowledge that they are there and ready to hear the playback of the callback number. This can be done with the Menu or Get Digit String steps. Once the Agent pressed the key, you can play, using the Play Prompt step, the callback number to the Agent. And possibly keep repeating it until they hang up. Now the Agent can call them back.
This is a very simple from scratch solution and there are many decisions to make/consider for this to be a polished solution.
Lastly, if you do not have Premium, or cannot get it, you will need an additional web server in the mix to help with the request, but then you're talking JTAPI softphones or a periodic web page scrape from UCCX > Web Server so you can notice new requests coming in.
This is a challenge, but it can be done. Good luck with it and post back if you have more questions or run into trouble implementing it.
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