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Call back service on Cisco Broadworks - NHS Digital Care Services Cloud Telephony Framework

The NHS continues to work on its “NHS - Digital Care Services Cloud Telephony Framework” and have also started to produce a “Better Purchasing Framework” (BPF) which Practices and Primary Care networks will be required to use to purchase their Hosted Telephony solution. The NHS have recently released a Tender for VoIP Providers to join the BPF.

The NHS continue to make stipulations on GP Practices and Primary Health Care to focus on Patient Access some of which mention but not exhaustive to:

  • Call queues

  • call back service.

  • Business essentials

Cisco broadworks do no support call back service hence may not be compliant to NHS framework and couldn't be sold to GPs in the UK.

Customer callback, sometimes referred to as “virtual hold,” lets customers avoid waiting on hold for long (or simply unknown) periods of time by calling customers back once an agent is available to speak with them.

Can cisco please investigate adding the feature to Broadworks platform? thanks.

  • venkataprasad kandula
  • Jul 18 2023
  • Guest commented
    18 Jul, 2023 12:16pm

    Please implement. In todays world nobody likes being stuck in queue. For many customers this would be one of those killer features.