Overview

This subflow provides a menu that allows callers to opt for a callback or remain in the queue. If the callback option is chosen, it collects the necessary information for a callback, either using the caller's current number or an alternate number. You can modify the subflow to ensure a smooth caller experience by handling errors or unknown conditions, such as timeouts and invalid inputs.

This subflow uses Cisco Text-to-Speech (TTS) for any audio prompts. For music, it defaults to the built-in file (defaultmusic_on_hold.wav), for music on hold.

Prerequisites

Ensure that the following requirements are met in the Webex Contact Center Management Portal before implementing this subflow:

  • Create entry points, queues, teams, entry point mappings, and any other organization-specific configuration activities like connectors, outdial ANI, and more.
  • Upload static audio files if custom audio prompts are used instead of Cisco Text-to-Speech (TTS).
  • Ensure that the callback variables (for example: callbackNumber, callbackNumberEntered, stayInQueue) are mapped correctly to your system to capture the appropriate data.

For detailed steps, see Webex Contact Center setup and administration guide.

Subflow inputs

  • callbackNumber - STRING: The number to use for the callback (either the one the calleris calling from or a new number).
  • stayInQueue - BOOLEAN: Indicates whether the caller chose to remain in the queue (True) or request a callback (False).

Subflow outputs

  • callbackNumberEntered - STRING: The number that the caller entered for the callback,if they chose to provide an alternate number.
  • stayInQueue - BOOLEAN: Whether the caller opted to stay in the queue or receive a callback.

Subflow breakdown

The following table describes the various subflow elements involved in the call process, detailing the actions and responses that occur during each stage.

Subflow element

Description

Start subflow

The call enters the subflow.

Opt-out menu

The caller is presented with an option to either stay in the queue or receive a callback.

  • Press 1 for callback.
  • Press 2 to stay in the queue.

Number menu

If the caller chooses to receive a callback, they are presented with the option to:

  • Press 1 to use the number they are calling from.
  • Press 2 to enter a new callback number.

Collect digits

If the caller chooses to enter a new callback number, they’re prompted to input their 10-digit number followed by the pound key (#).

Set variable

The collected callback number is stored in the callbackNumberEntered variable.

End subflow

The subflow ends after collecting the callback information or handling any errors.

Subflow activities

The following table describes the sequence of subflow activities for collecting callback info.

Subflow activity

Description

Start subflow

The subflow begins when invoked.

Opt-out menu

This presents an option to the caller to either stay in the queue or receive a callback. This uses TTS to ask the caller to press 1 for a callback or 2 to stay in the queue.

Number menu

If the caller chooses a callback, they’re prompted to either use their current number or enter a new one.

Collect digits

If the caller chooses to enter a new number, this activity collects their 10-digit number followed by the pound sign (#).

Set variable

The collected number is stored in the callbackNumberEntered variable for further use.

End subflow

The flow concludes after handling the caller's choices and collecting the necessary information.

Additional resources

For more information on configuring subflows, see Webex Contact Center setup and administration guide.