Cisco Cisco Customer Voice Portal 8.0(1)

nnnnn are the digits to outpulse), Unified CVP will send the digits to the Ingress gateway
for outpulsing. (Conversely, a label not intended for outpulse transfer mode use cannot begin
with DTMF.)

For example, to use the AT&T Transfer Connect feature to transfer the call to the number
“4441234” the label would be configured as DTMF*84441234.

Note: In outpulse transfer mode, Unified CVP will send whatever digits are in the label to
the Gateway for outpulsing. It is the customer’s responsibility to confirm interpretability with
the target switch.

Courtesy Callback

The Courtesy Callback feature is available in Unified CVP starting in Release 8.0(1). Courtesy
Callback reduces the time callers have to physically wait on hold or in a queue. The feature
enables your system to offer callers who meet your criteria the option to receive a courtesy
callback by the system instead of waiting on the phone for an agent. The caller who has been
queued by Unified CVP can hang up and subsequently be called back when an agent is close
to becoming available (preemptive callback).

Preemptive callback does not change the time a customer must wait to be connected to an agent,
but rather enables the caller hang up and not be required to remain in queue listening to music.
Callers who have remained in queue or have undergone the callback treatment appears the same
to agents answering the call.

If the caller decides to be called back by the system, they leave their name and phone number.
Their request remains in the system and when the system determines that an agent will be
available soon (or is available), then the system places a call back to the caller. The caller answers
the call and confirms that they are the original caller and the system connects the caller to the
agent after a brief wait.

In the event that the caller cannot be reached after a configurable max number and frequency
of retries, the callback is aborted and the database status is updated appropriately. You can run
reports to determine if any manual callbacks are necessary based on your business rules.

• You cannot schedule a callback for a specific time.

• There are a number of prerequisites and design considerations for using this feature. Be sure

to review them in the Cisco Unified Customer Voice Portal Solution Reference Network
Design guide.

• The 

 (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/

products_implementation_design_guides_list.html) contains a typical use scenario section
that walks through a caller experience with the callback process, including alternate results
for different caller decisions.

Configuration and Administration Guide for Cisco Unified Customer Voice Portal Release 8.0(1)