Cisco Bug: CSCuw32892 - Precision Routing supports CVP Courtesy Callback feature or not
Feb 15, 2018
- Cisco Unified Customer Voice Portal
Known Affected Releases
Symptom: Need to confirm whether Courtesy Callback is supported with Precision Routing or not. Conditions: As per UCCE SRND its not supported http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_10_5_1/Design/Guide/UCCE_BK_UBCCA467_00_ucce-design-guide/UCCE_BK_UBCCA467_00_ucce-design-guide_chapter_0100.html Precision Routing does not support Unified CVP's Courtesy Callback feature. The complexity of Precision Queues makes calculating accurate Estimated Wait Times difficult. Courtesy Callback depends on Estimated Wait Times. As per CVP SRND its supported http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/srnd/10_5/CCVP_BK_C17804D9_00_cisco-unified-customer-voice-portal/CCVP_BK_C17804D9_00_cisco-unified-customer-voice-portal_chapter_01101.html Courtesy Callback requires an accurate EWT calculation for its optimal behavior. Consider the following recommendations to optimize the EWT, when using Precision Queues for Courtesy Callback: Queue the calls to a single Precision Queue Do not include a Consider If expression when you configure a step. Do not include a wait time between steps or use only one step in the Precision Queue.
Bug details contain sensitive information and therefore require a Cisco.com account to be viewed.
Bug Details Include
- Full Description (including symptoms, conditions and workarounds)
- Known Fixed Releases
- Related Community Discussions
- Number of Related Support Cases