Virtual Queuing UCCX and UCCE

[phonedudeSr]

Does Cisco offer Virtual Queuing for either UCCX or UCCE or is this a function of IVR/CVP?

 

[whykap]

If you are referring to what cisco calls "courtesy callback" it requires CVP as one of the components among other apps. CVP is where it all starts however.

 

[phonedudeSr]

can it be done with IP-IVR?

 

[whykap]

you must have CVP, VXML app server and UCCE at a minimum. IVR is involved in a call center but does not control or manage courtesy callback

 

[phonedudeSr]

Thanks

 

[whykap]

ok, after digging into this a bit more, you can do this with UCCX only. You need premium licenses and you can do the courtesy callback with your script.
Sorry for misleading you that UCCX is not capable of doing this feature.

 

[phonedudeSr]

Where can I find information on this, also is this in the UCCX script or IP-IVR?

 

[whykap]

It's in uccx script. You need to know java scripting and uccx quite intimately to do this and it is not really documented anywhere as the "how to".
How familiar are you with with them?

 

[phonedudeSr]

More on UCCX scripting than java. Would purchasing a third party application be more efficient/easier?

 

[whykap]

dont know of a third party app but I would thinl keeping it natively would be the easiest. The ccx editor for scripts is java.
If you want to do it natively i'll give you a starting point. It involves creating an email contact in the script.

 

[phonedudeSr]

Yes, if you could give me that that would be great.

 

[whykap]

The hint was the starting point. You will need to take it from there, you should be able to add this step in your existing script in production to add that feature. Scripts are application specific and customized for each customer. Cisco offers some canned stuff but I doubt they will have something for that as it is on the advanced/expert side of scripting.