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New Member

IPCC call back token

I have a IPCC customer who would like to have a que that has the ability to offer the caller a call back when waiting in que. The caller would enter their call back number and disconnect, the "token" with the call back information would stay in que retaining the callers position and be presented to the next available agent as a call back and connect the agent to the number the caller left in the "token".... Can anybody help with this or have something similar working.

Thanks

2 REPLIES
Bronze

Re: IPCC call back token

Hi,

A caller will be placed in a wait loop, but urged to hang up and await call-back. When the caller hangs up, a ContactInactiveException will fire.

You can catch this exception. But when the caller hangs up, the contact is gone. However, since the contact is gone, what are you queuing to the CSQ?

The CRS will have no contact to send the Agent if/when they become available.

Now the issue is how to connect the Agent to the Caller. Since there are no steps that expose the conference or join type scenarios, you won't be

able to get them connected unless you have one connected, then can send the call to the other party.

If you simply wanted to hit the Agent and play some message regarding the caller(say caller's number), you could use a Place Call step to the CSQ,

after the caller hung up, then you could get to the Agent, but you will lose your place in queue.

Please engage PS for custom development to expose additional call handling capabilities.

Regards

Venkat

New Member

Re: IPCC call back token

Berbee Information Networks has created the exact same application that you need. It works great. It is available for a reasonable fee. Contact andrew.dignan@berbee.com for further details.

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