Make a Courtesy Callback

After the customer opts out of the queue, a callback request to the customer is initiated when an agent is available in the queue, based on the contact's position in the queue. The agent is offered the callback request in the Agent Desktop.

Note

If the agent does not accept the request, the request is routed to another available agent, or continues to wait in the queue until an agent is available. Only a single attempt is made for the courtesy callback. If the call is not successfully connected to the customer, or is rejected by the customer, it isn't retried.

After the agent accepts the call, the call is dialed out to the customer. The customer receives the call from an ANI associated with the contact center. For more information on ANI, see Outdial Automatic Number Identification (ANI).

If the customer does not respond to the call or rejects the call, the callback request is canceled. If the customer answers the call, the callback request is marked as processed.

When the interaction ends, the agent chooses a wrap-up code to wrap up the call.

For more information on how to process a callback request via the Agent Desktop, see the "Courtesy Callback" section in the "Manage Voice Calls" chapter in the Cisco Webex Contact Center Agent Desktop User Guide.