Callback

The Callback activity is available only if the preferred queue and the Callback feature are enabled for the enterprise. By default, the Callback activity creates a Courtesy Callback task in the same queue that the call was originally placed. If preferred, you can configure a different queue. If you use the same queue, the task retains its position in the queue until the next agent is available.

Note	When you design a flow, a Consult interaction can't include a Courtesy Callback activity.

If a new queue is preferred, place the task at the bottom of the preferred queue. As an agent accepts the task, the Callback is initiated. If the caller doesn’t answer, the Callback isn’t retried.

The following sections enable you to configure the Callback activity:

General Settings
Callback Settings

General Settings
Parameter	Description
Activity Label	Enter a name for the activity.
Activity Description	(Optional) Enter a description for the activity.

Callback Settings

The Callback Settings section defines the Callback Dial Number and the queue in which the caller must be placed for the Callback request. The caller's place in the queue is reserved until the next agent is available.

Callback Settings
Parameter	Description
Callback Dial Number	Enter the dial number at which the caller is to receive the Callback. Choose the variable from the drop-down list that contains the Callback number, such as the ANI that is associated with the call. The variable can be a number that is collected in a Collect Digits activity in the call flow. If no selection is made, the caller's ANI is used. The Callback number is stored in the `NewPhoneContact.ANI` event output variable.
Callback Queue	Choose one of the available Callback Queue options from the drop-down list: Variable Queue: Allows the administrator to indicate a Callback Queue based on the conditions in the flow. The default is set to the queue in which the caller is placed, as captured in the contact parked. QueueName output variable is associated with the Queue Contact activity. If needed, choose a different variable from the drop‐down list. Ensure that the variable yields a valid queue selection. Static Queue: Choose a static queue in which all Callback requests are placed. Tasks are placed at the bottom of this queue. Manage queues from the Management Portal.

Note	You must use a Disconnect Contact activity to terminate a flow branch that uses a Callback activity. Otherwise, the call doesn’t end when a Callback request is placed.