Cisco Packaged Contact Center Enterprise Features Guide, Release 15.0(1) - Courtesy Callback

Publisher

Cisco Systems

URL

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_15_0_1/maintenance/guide/pcce_b_1501_features-guide/pcce_m_1501_courtesy-callback.html

Published

unknown

Updated

unknown

Accessed

2026-10-01

HTTP status

200

License

Cisco documentation; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Callbacks are best effort: after a limited number of attempts to reach the caller, the callback is terminated and marked as failed. in context
• On the callback, the recorded caller name is played and the CallbackWait application confirms through the IVR that the right person answered before the caller is briefly queued and connected to an agent with a screen pop. in context
• Cisco's sample ingress configuration binds the cvp-survivability service to an incoming POTS dial peer for the called number and adds an outgoing POTS dial peer for the PSTN destinations used by callbacks. in context
• Cisco gives as example callback criteria an expected queue wait exceeding a maximum number of minutes, an assigned customer status such as gold, or the service the caller requested. in context
• After importing the Courtesy Callback projects into Call Studio, each project's Default Audio Path URI must be updated with the media server's IP address and port. in context
• Cisco says not to modify the CallbackEngine and CallbackQueue applications, which keep the VoIP leg alive and handle the in-queue keepalive; BillingQueue, CallbackEntry and CallbackWait are the customisable ones. in context
• The Courtesy Callback CCE script needs the ECC variables user.CourtesyCallbackEnabled, user.microapp.ToExtVXML (array of up to 5 elements) and user.microapp.FromExtVXML (array of up to 4 elements) enabled. in context
• Cisco states that Courtesy Callback requires an accurate EWT calculation to behave optimally. in context
• The sample EWT formula multiplies calls in queue plus one by the skill group's average handle time (20 seconds if invalid), divides by the larger of Ready agents and agents talking, and returns 100 if the result is invalid. in context
• CourtesyCallbackStudioScripts.zip contains five Call Studio projects: BillingQueue, CallbackEngine, CallbackEntry, CallbackQueue and CallbackWait. in context
• The sample routing script CourtesyCallback.ICMS is supplied on the CVP install media under \CVP\Downloads and Samples\ and is copied to a CCE Admin Workstation. in context
• Cisco states that Courtesy Callback is supported for IP-originated calls as well as TDM calls. in context
• When a caller cannot be reached after the retries, the callback is aborted, its database status is updated, and reports can be run to decide whether manual callbacks are needed. in context
• Answering machine detection is not available for Courtesy Callback. in context
• Calls transferred to agents using DTMF *8, TBCT or hookflash cannot use Courtesy Callback. in context
• Courtesy Callback cannot place its outbound calls through any other egress gateway. in context
• Cisco's Courtesy Callback documentation states that a callback cannot be scheduled for a specific time. in context
• In Packaged CCE 15.0(1), the Courtesy Callback Reporting Server and dialed-number settings are configured in Unified CCE Administration under Overview > Features > Courtesy Callback. in context
• In Packaged CCE 15.0(1), the Courtesy Callback Call Studio applications are deployed to the VXML Server from Unified CCE Administration under Overview > Call Settings > IVR Settings > File Transfers. in context
• For precision queues Cisco recommends queuing the call to a single precision queue, avoiding Consider If expressions and using minimal or no wait time between steps so EWT stays accurate. in context
• In Unified CVP Courtesy Callback, a caller queued by Unified CVP can hang up and be called back when an agent is close to becoming available; Cisco calls this preemptive callback. in context
• If the Reporting Server is not back online within the CallbackWait retry window, the pending entry is not called back. in context
• The Unified CVP Reporting Server is a prerequisite for Courtesy Callback. in context
• A courtesy callback is placed through the same ingress gateway through which the original call arrived. in context
• As a starting point for a simple test, Cisco suggests importing the sample script into the CCE Script Editor and running its validation tool to find nodes that need extra configuration. in context
• In the sample CCE script, the 'Set media server' node is set to the VXML Server URL, for example http://<ip>:7000/CVP, and the script's routes and skill groups are mapped to your own. in context
• Courtesy Callback requires 'signaling forward unconditional' under voice service voip on the gateway so that SIP INFO messages are forwarded. in context
• Block 3 of the sample CCE script passes the CallbackEntry application, the EWT, qname=billing, queueapp=BillingQueue and the caller's ANI to the VXML Server through ToExtVXML[0] to ToExtVXML[3]. in context
• When the caller accepts, they record their name and give a number, a database record is written, and only the TDM side of the call is disconnected while the IP call keeps its place in queue. in context
• Cisco's procedure validates all five Courtesy Callback projects in Call Studio before deploying them. in context
• The Courtesy Callback CCE script uses the VXML_Server_Interruptible and VXML_Server_Noninterruptible Network VRU scripts, which must exist. in context
• No special Courtesy Callback configuration is required on Cisco Virtualized Voice Browser when it is used instead of a VXML gateway. in context
• Calls that allow callback must be queued using a Unified CVP VXML Server. in context
• Preemptive callback does not change how long a customer waits to reach an agent; it only lets the caller hang up instead of staying in queue listening to music. in context
• The CallbackWait application's WaitLoop retry count defaults to six retries in the Check Retry element and can be raised to give a longer window before the call is dropped. in context

Cite this source record

APA

WarmTransfer. (2026, October 1). Cisco Packaged Contact Center Enterprise Features Guide, Release 15.0(1) - Courtesy Callback. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-pcce-1501-features-courtesy-callback

BibTeX

@misc{warmtransfer-cisco-pcce-1501-features-courtesy-callback,
  title  = {Cisco Packaged Contact Center Enterprise Features Guide, Release 15.0(1) - Courtesy Callback},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-pcce-1501-features-courtesy-callback},
  note   = {Cisco Systems, accessed 2026-10-01}
}