Would be interested to see if anyone have worked out a way to keep position in queue for callback.
Based on a sample script from CCX Script Repository, I created an ACD script with callback capability. I can leave a callback number and agent calls back ok. However, the script does not keep caller's position. When leave a callback number and terminate the active call, it is landed at the end of the queue.
When do a reactive debug, one caller leave a callback number and terminate the call, the position in queue for callers behind move forward.
Any idea how to maintain the queue position when leave a callback number?
Have you had any luck with this? My customer thinks it's sad and weird that their 20 year old PBX/ACD can provide this but Cisco UCCX can't. This shouldn't be a complicated request, and shouldn't be something I have to say we can't do. :(
When leave a callback number and terminate the call, callback script make a call to a sub script for the callback call to be queued. If someone called in after you while you are setting up a callback, the callback call is queued the last.
I could not fix this. But customers are ok with this.
I think there is an option, just requires a little thinking outside of the box. You may be able to utilize priority queuing to accomplish this. Lets say we have three callers, we could say every so many times in the queue loop increase priority. If the caller wishes to leave a call back, write to an xml file the call back number with the priority below that. <callbacknumber @3031222444>
In your call back script you could utilize the call back number to lookup the priority written to the xml and increase that priority by 1. It would not be perfect but should move the call up in queue past callers who have not been waiting for a long period of time. This is just a thought, I have not tried it out. You would want to do some cleanup on the XML script, perhaps remove that entry in the XML document once it has been serviced or the call completed.
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