Assigning callback subroutines to Callback Request activities

The subroutines assigned to Callback Request activities tell the system which Callback Inbound subroutine to offer the caller and which Outbound subroutine offers callback requests to agents.

Note:

IVR Routing provides default callback subroutines. For information on these default subroutines, see "Default Inbound Voice Callback subroutine" and "Default Outbound Callback routine".
You must assign both Inbound and Outbound subroutines to Callback Request activities.
You can only save Callback Request activities once you have assigned them subroutines and destinations.

The following procedures explain how to

Assign a Callback Inbound subroutine
Assign a Callback Outbound subroutine
View associated Callback Inbound subroutine
View associated Callback Outbound subroutine

To assign a Callback Inbound subroutine

Right-click the Callback Request activity and select Inbound Callback Subroutine....
Select a subroutine and click OK.

To assign a Callback Outbound subroutine

Right-click the Callback Request activity and select Outbound Callback Subroutine....
Select a subroutine and click OK.

To view the associated Callback Inbound subroutine

Right-click the Callback Request activity and select Open Inbound Subroutine.

To view the associated Callback Outbound subroutine

Right-click the Callback Request activity and select Open Outbound Subroutine.

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