Which Cisco Unified Customer Voice Portal Call Studio scripts are allowed to be modified for the Courtesy Callback feature?

Question

Options

• ABillingQueue, Callback Engine, CallbackEntry, CallbackQueue, CallbackWait
• BBilling, Callback Engine, CallbackEntry, CallbackQueue, CallbackWait
• CBillingQueue, Callback Engine, CallbackEntry, CallbackBilling, CallbackWait
• DBillingQueue, CallbackEntry, CallbackWait
• EBillingQueue, Callback Engine, CallbackEntry
• FBilling, CallbackEntry, CallbackWait

• A
  4% (1)
• D
  91% (21)
• E
  4% (1)

Explanation

In Cisco CVP's Courtesy Callback feature, only BillingQueue, CallbackEntry, and CallbackWait are sanctioned for modification because they serve as customer-facing or customizable workflow touchpoints where administrators legitimately need to tailor behavior (queue logic, entry prompts, and wait experience). Callback Engine and CallbackQueue are core engine scripts that Cisco explicitly locks down - modifying them risks breaking the callback mechanism entirely, which disqualifies choices A, B, C, and E. Choices F and B introduce a non-existent "Billing" script (versus the correct "BillingQueue"), making them immediately invalid. Choice C invents "CallbackBilling," which does not exist in the CVP script set.

Memory tip: Think "BCE = Block, Customize the rest" - Ballback Engine and CallbackQueue are the two you block (don't touch); the remaining three - BillingQueue, CallbackEntry, CallbackWait - are yours to customize. The pattern is: if the script name contains "Engine" or "Queue" (except BillingQueue), leave it alone.

No community discussion yet for this question.