UCCX Call Back Scripting

Introduction

UCCX Call Back Scripting is an effective way to improve customer service without adding more agents. The UCCX callback feature allows customers to request a callback instead of waiting on hold. This helps manage high call volume and reduces abandoned calls.

In this case study, we explain how a Cisco UCCX callback script was implemented in a financial institution to improve customer experience and reduce pressure on agents.

Problem Statement

The client was a leading financial institution with more than 400 agents in its contact center.

They faced three major challenges:

High abandoned call rates – Customers were disconnecting due to long hold times.

License limits – They had exhausted agent licenses and could not add more staff.

Customer dissatisfaction – Complaints increased as queries were not resolved in time.

Over six months, abandoned calls had spiked, and customer experience had declined.

Issue Identification

An audit of the environment revealed key insights:

Call durations were short, but the overall call volume was very high.

Peak hours left queues overloaded, while afternoons had idle agents.

No existing Cisco UCCX scripting was in place to manage callbacks.

This mismatch between agent availability and call demand highlighted the need for a UCCX callback configuration.

Solution

The team designed a UCCX call flow script using two scripts:

Script 1

Main Call Handling:

The caller dials into the contact center.

If an agent is available, the call connects directly.

If no agent is free, the system queues the call.

After five minutes, the system offers two options:

Press 1 to leave a message.

Press 2 to request a callback.

Leave Message Flow:

If the caller selects the message option, the system records the message.

The message is routed through a trigger linked to Script 2.

An agent retrieves the message, and a prompt is played for them.

Callback Flow:

The system collects the caller’s number and confirms it.

The number is stored in a variable or database.

The Place Call step sends the callback request to another trigger linked with Script 2.

An agent from an available team answers the call.

The system uses the redirect step in Script 1 to connect the agent with the customer’s callback number.

Script 2

Callback Handling

Script 2 is simple but effective. It includes:

Accept step.

Select Resource step.

This ensures an agent is assigned for callbacks without extra complexity.

Benefits of UCCX Call Back Scripting

The Cisco UCCX callback script provided several advantages:

Reduced abandoned calls – Customers had the option to receive a callback instead of waiting.

Better customer experience – Calls were handled without additional licenses.

Optimized agent utilization – Afternoon idle time was used effectively for callbacks.

Simple implementation – The script used common steps without API integration or complex database fetches.

Conclusion

This case study shows how UCCX Call Back Scripting can transform call management in a cost-effective way. The UCCX callback feature allowed the institution to balance call loads, reduce customer complaints, and use existing agents more efficiently.

By using Cisco UCCX call center scripting, the client improved customer satisfaction while avoiding the expense of an upgrade or more licenses.

For call centers facing high call volumes and abandoned calls, a UCCX callback script example like this can deliver measurable improvements with minimal investment.