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Product Datasheet
Callback Server
applications for
Cisco Unified Communications
Directory Solutions
IPS Global Directory Web Directory IPS Popup
Personal Directory ClickNDial
Provisioning
Corporate Speed Dials
IP Phone Applications
IPS Manager Assistant IPS Lock
IPS Phone Config IPS Alarm Callback IPS Pager
IPS Reservation
Audio Applications
Busy Alerter Callback TAnnounce Wake-up Call Voice Alert Voice Callback Recording Notification
Jabber Applications
ConferenceTab DirectoryTab Manager Assistant User SettingsPin & Password Manager
Productivity
Extension Mobility Single Sign-on
FrontDesk Attendant Console Conference Center
Missed Calls Email Alert
Admin Tools
Phone Robot Delog-Relog
PIN & Password Manager CUCM Query
User to Phone Deployment
Contact Center
Callback Server Desktop Popup
MediaSense Extensions Silent Monitoring
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1 Callback server description
1.1 Overview
This server lets you schedule and distribute call backs. It provides ongoing and historical callbacks statistics.
Callbacks can be programmed from the Enterprise audio server (IVR Callback) or website (Web Callback) using http requests. Callback server can be integrated with UCCE desktop using http/REST APIs. It can be accessed from the agent desktop (UCCX or UCCE) in the integrated web browser. The user interface enables the user to program a callback and displays the contact details of programmed callbacks. The callback card displays all the information recorded as well as the calls history.
The Callback server handles different lists and skill groups. It supports group and agent callbacks. It supports callback recycling with specific rules for no answer, busy line, programmed callback, call meeting.
Callback server dials the contact’s phone number. With the optional Blending module, the callbacks are pushed to the agents as incoming calls.
Callback server can distribute ASAP or scheduled callback. It recycles no answered/busy calls with a customizable strategy. Callbacks are triggered in this order:
1. Telephone appointment
2. Personal scheduled callback
3. Group scheduled callback
4. Callback on busy
5. ASAP Callback
6. Callback on no answer
Processed calls, wrong and unreachable numbers (maximum attempts) are archived. Callback server is based on an SQL database (PostgreSQL 9.0). It has a web interface for administration and reporting.
1.2 Callback programming from an audio server
The caller can request a callback after a maximum waiting time or via an audio menu. The user can be called back on the current telephone number or enter a different one. He/she can request to be called back as soon as an agent is available or at a specific date and time. The audio script is integrated with the Callback Server by calling an URL (http get).
The parameters are:
number to call back
callback list
skill level
callback type (immediate or date time)
date and time requested.
The return code, notifies the caller that his request is recorded or rejected. The date and time of the callback is checked against the schedules of the call center skill group selected. If the number of requested callbacks for a list, skill group at a given time is over the limit, it is possible to reject the callback request. The callback number is checked against a regular expression to filter unwanted numbers out (incorrect, international, mobiles…)
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1.3 Callback programming from a website
Callback server will receive a callback request from a web page via an http get method. A sample of JavaScript function with customizable style sheet is provided.
The http request parameters include:
Number to call back
The calls list
The preferred skill group
Callback type (immediate, time frame, specific date and time)
Scheduled date and time
Qualifying information like first and last names, company, client code, comment…
A return code is provided just like for the audio menu callback programming.1.4 Blending module
This optional module transforms the callbacks into incoming calls. The incoming calls can then be processed in an incoming calls campaign, without the need for the agent to be in the Not Ready state.
At the scheduled time, Callback Server will generate an incoming call from a CTI Ports pool, for the selected skill group. When an agent answers the call, it generates a call towards the contact. The incoming and outgoing calls are then connected.
Base de données des rappels Serveur de rappels CTI Manager CTI Port Contact externe N°
compétence UCCXUCCE
Bandeau Cisco Agent Desktop
Blending Module can display the related information of the callback being processed. This is done by calling a Callback Server URL with the calling number (the CTI Port number) as parameter. The web page is displayed in a tab of the agent’s banner. The agent can codify the call as: processed, wrong number, no answer, busy, programmed callback.
1.5 Agent desktop interface
1.5.1 Outgoing call mode
The agent is in Not Ready state to focus on callbacks. The desktop can display a callback card via an http get request. The data is send to the agent desktop in JSON format and contains info on the contact and the call’s history. The ticket is assigned to the agent for a period of time. The agent can reject the card or call the contact using an http get request on the callback server.
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1.5.2 Blending mode
In this mode the agent can process incoming calls and callback requests. The callback requests and phone appointments are sent by the callback server to the specific skill groups. Callback server uses a CTI ports pool to call the skill groups. When the agent answers, a new call is generated to dial the contact. The Agent Desktop can display information just like in Outgoing call mode.
1.5.3 Labeling/Recycling
When calling the callback server via an http get request, the agent can codify the call result.
1.6 Agent user interface
1.6.1 Callback creation interface
A contact form is provided to create a new callback. If the call center is overloaded or on decision of the supervisor, the agent can accept the call and just create a callback instead of fully answering.
1.6.2 Callback treatment
The callback is processed differently in two modes:
- Agent not available: When not available, the agent can display a callback card by pressing a button in the agent desktop. This can also be automated with a specific reason code.
- Blending mode: With the blending module, the callback is pushed to the agent as an incoming call. Callback server reserves an available agent in the appropriate skill group and calls the contact before connecting contact and agent.
The callback card shows up in a web window of the agent desktop’s tab.
The callback to process is selected by the server depending on the date and time, the callback type (for priority), and the agent.
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Figure 1 Callback card example1.7 Administration
Lists, skills and global parameters are set in this web interface. Figure 2 Global Parameters in Administration screen
1.8 Monitoring
The monitoring screen can be accessed from the Supervisor Desktop. It shows for a selected list or skill group:
summary report of current, upcoming and finished callbacks
scheduled callbacks for every 15 minutes slots
Ongoing callbacks for the selected period,
Closed callbacks for the selected period,
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Figure 3 Callbacks by list, skill, type, agent summary reportFigure 4 Current callback detailed report
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1.9 Server requirement
- Supported Windows Servers:
o Windows 2003 Server SP2 or R2 Standard, 32/64 bits, EN/FR, o Windows Web Server 2008 R2, EN/FR,
o Windows Server 2008 R2 Foundation, EN/FR, o Windows Server 2008 R2 Standard, EN/FR, o Windows Server 2008 R2 Enterprise, EN/FR, o Windows Server 2012 Essentials, EN/FR, o Windows Server 2012 Standard, EN/FR, - Microsoft .Net 3.5 SP1 ,
- Minimum Hardware: 1vCPU, 4GB memory (RAM) and 70GB disk. - Supported on VMware vSphere, HyperV, Cisco UCS, UCS-E. -
Cisco Unified Communication Manager versions 7.1, 8.5, 8.6x, 9.1, 10.0, 10.5, 11, BE 6000, BE 7000 are supported.
