Voice Callback
What is Voice Callback?
Voice Callback (VCB) helps contact centers manage periods of high, inbound call volume. It is an option for Universal Routing (Enterprise Routing and Network Routing, releases 6.5.1 and above). VCB provides an additional channel for customer contact when the call load is heavy at a contact center and allows callers to request a callback from an agent instead of waiting on hold.
Helpful Links
Release Notes
Release Advisory
Current documentation set for Voice Callback 7.1
Deployment Guide PDF
Use this guide to install and configure Voice Callback.
Reference Manual PDF
Use this guide to find additional information on configuring Voice Callback.
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