Virtual Hold without Virtual Hold?

[Adam_W]

Hi all

Quick question that someone with experience of OCS will probably be able to answer!

I want to implement a customer callback system (i.e. customer calls and instead of having to wait in a queue, their place in the queue is maintained and eventually they get a call back automatically).  I'm aware of Virtual Hold but it occurred to me that this could probably be achieved with some inventive use of URS and OCS.  I've seen it alluded to in other posts on here as well.

We would most likely be able to make use of OCS in several other ways too so this is the route I ideally want to go down.  Having had no experience so far with OCS though, I just want to check that what I'm suggesting is theoretically possible.  I'd be amazed if it wasn't to be honest, as I've yet to find a problem that couldn't be solved with some creative use of URS, rather than expanding into other products (GVP for example)!  The only thing I can't visualise is how it would hold the position in the queue.

[Fra]

Have you already considered the old Voice Callback suite?

F