Maintenance Manual
32 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
Customer console - Finish page: This setting defines the page which will be displayed in the
customer’s viewport, when the chat session is closed. Do not configure this field for callback.
Console mode for agent: Do not configure this field for callback.
Console mode for customer: Do not configure this field for callback.
Enable auto login: For callback, auto login should not be enabled as you need to obtain the customers
phone number to generate a phone call. From the dropdown list, select No.
Agent Availability: With this option you can decide, if the agent availability (Availability setting in the
Agent Console) is to be checked, when the customer initiates a session. There are two options available
- Required and Not required. For callback entry points, the value should be set it to Not required
because agents do not need to be logged in to Cisco Interaction Manager for handling phone calls.
Set the general properties
4. Click the Save button.
After creating the entry point, test it (page 34) and add the help link to your website (page 38).
Creating Entry Points for Delayed Callback
To create an entry point for delayed callback:
Follow all the steps in the “Creating Entry Points for Callback” on page 31. In Step 3, for the Subactivity,
Queue, and Template fields, make sure you set the following values:
Subactivity: From the dropdown list, select Delayed Callback.
Queue: Select a queue mapped to Unified CCE Media Routing Domain that belongs to Cisco_Voice
Media Class. This is required information. To select a queue, click the Assistance
button. From the
Select Queue window, select a queue. The queues available in this window are decided based on the
subactivity and routing type configured for the queue. When the subactivity selected is delayed callback
and the routing type selected is Unified CCE or Automatic Call Distributor, only the queues mapped to
a Unified CCE Media Routing Domain that belong to Cisco_Voice Media Class are displayed. The