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New Member

ICM support Call Back in this form?

Hi Forum;

I might need to post my question in another way:

Does ICM support call back in the following form:

If caller was in queue, a script will ask him if he need to stay in queue or need the agent to call him back later, if he select to be called back, then ICM will automatically call this caller when there is a free agent available.

Can ICM do this or need a third party application?

Regards,

ITS

Bilal Ghayad

Mobile: 00965 9849460

4 REPLIES

Re: ICM support Call Back in this form?

You will need a third party app.

New Member

Re: ICM support Call Back in this form?

The application you need is called 'queue buster' to achive this feature.

Cisco Employee

Re: ICM support Call Back in this form?

Hi Bilal,

with quite some customisation you might achieve this using ICM and the personal call back feature, it all depends on how you want to do it, the out of the box solution is not considering this option.

Regards,

Riccardo

New Member

Re: ICM support Call Back in this form?

Should we use "personal call back table" and insert records to it? Then add some agents to blended mode skill-groups and they would receive those records?

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