You essentially terminate the call with the caller once they have elected to receive a callback, then you subsequently place a brand new call into the queue on behalf of that caller. When an Agent finally services that call, you have many options to allow that agent to complete the callback. Such as playing a recorded message to the agent, or spelling back the phone number of the caller.
Please use the star ratings to help drive great content to the top of searches.
Do you have UCCE with the Outbound Option (Dialer) and IP IVR as your queuing platform?
If so, I suggest you do a search here as this question was asked a couple of times. The latest one was using CVP, but the principle is the same.
My suggestion is you use the DB Step in IP IVR to insert a record in a database for the intended callback. Then you have an "out of band" process to regularly query the database (say every 10 seconds) for records to place, mark them as done, create the text file from the output of the SELECT in the correct format for the import process, and go from there.
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...
If you have 2 ISR routers, one acting as Failover, do we need to have both the same number of SRST licenses on the 2 routers?
No. You will only need the SRST licenses on the primary router. Because this feature...