This workflow manages retrieving callbacks and offering them to agents. This workflow runs continuously, searching SQL for submitted callback requests and offering them to queues. Depending on the kind of callback submitted, this workflow leverages the appropriate Outbound callback subroutine so that the callback type is handled correctly and offers the agent relevant options.
This default workflow is automatically included with new SIP media servers. It must be set to 'Always run' in the Properties pane before the callback requests will be processed by the workflow.
To further illustrate the workflow’s activity and operations, we recommend you expand the entire workflow and all annotations.
Description
The first step of this workflow is the Retrieve Callback activity. This activity looks in SQL for submitted callback request that are ready to be delivered to the callback destination. Retrieve Callback has two branches: Success and Failure. If the Retrieve Callback activity fails to retrieve a callback, such as if there are no submitted callback requests, it continues to a Hang Up activity, which ends the workflow. If a callback request is detected, it is retrieved and routed to the Success branch.
The Success branch contains a Subroutine activity, which checks the <<CallbackOutboundWorkflowId>> variable in the callback request for the appropriate subroutine and then routes the request through the appropriate subroutine workflow. For an overview of the subroutines, see "Default Outbound Callback Subroutines". The next activity in the Success branch is a Hang Up activity, which ends the callback.
The final activity in the workflow is a Delay activity, which is configured with a five-second delay. This activity creates a buffer of time between each offering of a callback request. For information on modifying the Delay activity, see "Configuring the Delay activity".