CVP leaving Courtesy Callback from a Mobile Application

ln33147 · ‎02-09-2016

Dear Experts,

Is it feasible to leave a Courtesy Callback from a Mobile Application? Has someone faced such a customer requirement?

Thank you in advance.

Best Regards,

Lara

Chintan Gajjar · ‎02-10-2016

Hi Lara,

Perhaps this is candidate for something like Visual IVR in CVP.

also cisco has feature in social minor, where you can schedule a call back from web (and can easily implemented with mobile application), this feature is more sophisticated than CVP courtesy call back and offers call back to customer only when agent is ready (vs EWT calc in ICM).

And also there are cloud based IVR platform like tropo, which will help you to achieve this type of request.

ln33147 · ‎02-10-2016

Thank you Chintan for your usual support.

Can SocialMiner integrate with UCCE in order for the same group of agents to be able to handle inbound calls and callback calls? Will SocialMiner Callback calls be handled the same way as Emails and Chats when integrating EIM & WIM?

Thank you in advance.

Lara

Chintan Gajjar · ‎02-10-2016

Yes, socialminer callbacks are handled in same way as inbound calls.

if i remember correctly socialminer uses CTI sever for the agent PG to Dial into script and choose agent, and when agent is selected it will dial back to the customer.

Socialminer is different product than CIM, and it will connect to UCCE using MR PG.

you can explore documentation for socialminer and you will have a good idea about it.