UCCX Callback Feature Configuration

[josephamaryniak]

Hi Everyone,

My company is looking to implement a callback feature with our UCCX. I have read a lot of different things on the web and seeing if this is a realistic configuration? If so is it just scripting or is there more involved? I am a novice here and looking for any help anyone out there is willing to provide. 

Thanks in advance,

Joe

[Thomas G. Johannesen]

Hey J.

You can do the callback only in the scripting. 

See this post for how-to. They is also the default callback script from cisco in the post

Solved: UCCX Callback Script - Cisco Community

[Jonas Fraga]

Hello @josephamaryniak 

The better solution for that are using the native Outbound campaigns on UCCX which you can fill the contacts by script, API or text upload. As soon as this require premium licenses, but offers reports and more control of the flow.

If you can use premium licenses so the solution provided by @Thomas G. Johannesen will be enough as soon as you accept the unique call flow which the call are placed on a specific queue and when agent answer he/she need to press a key to call be routed to callback contact. That works, but maybe will not be better user experience if you have premium licenses.

[Thomas G. Johannesen]

I agree with @Jonas Fraga 

just a sidenote to that.
Inbound calls has first prioritet over outbound calls