Cisco Cisco Customer Voice Portal 8.0(1) Design Guide

The callback feature relies on the POTS survivability.tcl script running on the ingress gateway. 
Therefore, only PSTN-originated calls are eligible for Courtesy Callback. IP-originated callers are 
not offered the option of a callback.

Answering machine detection is not available for this feature. During the callback, the best that can 
be done is to prompt the caller with a brief IVR session and acknowledge with DTMF that they are 
ready to take the call. 

Calls that are transferred to agents using DTMF *8, TBCT, or hookflash cannot use the Courtesy 
Callback feature.

Callbacks are a best-effort mechanism. After a limited number of attempts to reach a caller during 
a callback, the callback is terminated and marked as failed.

Customers must configure the allowed/blocked numbers that Callback is allowed to place calls to 
through the Operations Management Console. 

A post call survey is typically used by a contact center to determine whether a customer was satisfied 
with their call center experience (did they find the answer they were looking for using the self service or 
did they have a pleasant experience with the contact center agent, and so forth).

The Post Call Survey (PCS) feature enables you to configure a call flow so that after the agent hangs up, 
the caller is transferred to a DNIS that prompts the caller with a post call survey. 

There are two responses a caller can have to a post call survey request:

The caller is prompted during IVR treatment as to whether they would like to participate in a post 
call survey. If they choose to do so, they are automatically transferred to the survey call after the 
agent ends the conversation. 

The caller is prompted to participate, but declines the post call survey. A Unified ICM script writer 
can use an ECC variable to turn off the ability for Post Call Survey on a per-call basis. By setting 
the ECC variable to 'n', the call will not be transferred to the PCS DNIS.

For reporting purposes, the post call survey call has the same Call-ID and call context as the original 
inbound call.

The caller is typically asked whether they would like to participate in a survey during the call. In some 
cases, the system configuration based on dialed number(s) determines if the post call survey gets invoked 
at the end of conversation with agent(s). When the customer completes the conversation with an agent, 
the customer is automatically redirected to a survey. The post call survey gets triggered by the hang-up 
event from the last agent.

A customer can use the keypad on a touch tone phone and/or voice with ASR/TTS to respond to 
questions asked during the survey. From the Unified CCE point of view, the post call survey call is just 
like another regular call. During the post call survey, the call context information is retrieved from the 
original customer call.

Please observe the following conditions when using the Post Call Survey feature: