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Cisco Bug: CSCuw32892 - Precision Routing supports CVP Courtesy Callback feature or not

Last Modified

Feb 15, 2018

Products (1)

  • Cisco Unified Customer Voice Portal

Known Affected Releases

10.5(1)

Description (partial)

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.
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