Which three statements about Courtesy Callback are true? (Choose three.)

Question

Options

• ACourtesy Callback reduces the time callers have to wait in a queue.
• BCourtesy Callback enables Cisco Unified Communication Manager to offer callers (who meet your
• CThe caller who has been queued by Cisco Unified Communication Manager can hang up and
• DCourtesy Callback does not change the time a customer must wait to be connected to an agent.
• EIf the caller decides to be called back by the system, they leave their name and the time they
• FYou can schedule a callback for a specific time.
• GCourtesy Callback is supported only with Cisco Voice Gateway.
• HCourtesy Callback is not allowed with Agent Request API.

• A
  73% (29)
• B
  8% (3)
• C
  3% (1)
• E
  15% (6)
• F
  3% (1)

Explanation

Important note: There appears to be a contradiction in the listed correct answers - A ("reduces wait time") and D ("does not change wait time") directly contradict each other. This is likely a question error; the actual correct answers for Cisco Courtesy Callback are almost certainly B, C, D or a similar combination. Here's what the feature actually does:

What's genuinely true about Courtesy Callback (Cisco UCCX):

• D is correct - Courtesy Callback does not shorten actual queue wait time; the caller's position in queue is preserved, they simply hang up instead of holding.
• C is correct - The caller can hang up and receive an automatic callback when an agent becomes available.
• B is correct - It enables the system (UCCX, not CUCM) to offer the callback option to queued callers.

Why the distractors are wrong:

• A contradicts D - it's false that wait time is reduced; only the on-hold experience changes.
• E is wrong - callers leave their name and callback number, not a preferred time.
• F is wrong - standard Courtesy Callback does not support scheduling a callback for a specific future time.
• G is wrong - Courtesy Callback is a Cisco UCCX feature, not limited to Cisco Voice Gateway alone.
• H requires verification but is generally a distractor about API restrictions.

Memory tip: Think of Courtesy Callback as a "virtual hold" - same wait, no music. The caller's spot is saved; only the phone tie-up is removed.

Treat this question with caution on your actual exam, as answer A and D cannot both be correct.

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