# Setting up callbacks in Webex Contact Center

Systems: Webex Contact Center

For Webex Contact Center administrators and flow developers.

Canonical: https://warmtransfer.net/guides/wxcc-callback-setup

Last verified: 2026-09-30

In Webex Contact Center, the Callback activity lets a caller request a callback instead of waiting on hold and creates a task in a queue so an available agent can return the call[^1]. Configuring callbacks connects flow routing, entry points, and queue handling to return calls to queued customers or web visitors[^1][^28].

## Before you start

Dial numbers mapped to entry points must use globalized +E.164 PSTN format, as Webex Contact Center maps only +E.164 numbers to entry points[^16][^52]. An inbound queue is where a customer contact waits before being assigned to an agent[^53]. The routing queue must have teams serving it, and agents must be in the Available state to receive calls[^54][^55]. See also [Setting up Webex Contact Center entry points and queues](https://warmtransfer.net/knowledge/wxcc-entry-point-queue-setup).

## What changes by situation

- Which callbacks do you offer? Courtesy callback only; Courtesy callback plus web callback.
- Where should the callback wait for an agent? Same queue; A separate callback queue.
- Which number is called back? Always the number the caller rang from; Let the caller key in a different number.
- What happens when a callback attempt fails? No flow-controlled retries; Retry on a schedule you set.

## Step 1: Confirm entry point mappings

### Do
In Control Hub, go to Services > Contact Center > Customer experience > Channels[^56]. Review your telephony entry points and verify that each inbound dial number is configured in +E.164 format[^16][^52].

### Verify
Suggested check: Open the inbound telephony channels list and inspect each mapped support number to confirm it begins with a plus sign and country code.

### Rollback
Suggested rollback: Update any misconfigured dial numbers under Webex Calling and reassign them to the inbound entry point.

## Step 2: Configure the callback entry point

**Courtesy callback only**

### Do
Go to Control Hub > Services > Contact Center > Customer experience > Channels > Settings[^8]. In the Callback Entry Point field, select an outbound entry point to handle scheduled callbacks across the organization[^8][^7].

### Verify
The configured entry point appears in the Callback Entry Point field, ensuring all scheduled callbacks in the organization route through it[^6].

### Rollback
Select the previous entry point from the Callback Entry Point drop-down under Services > Contact Center > Customer experience > Channels > Settings[^8].

**Courtesy callback plus web callback**

### Do
Go to Services > Contact Center > Customer experience > Channels and click Create[^56]. Set the channel type to Outbound Telephony[^21]. Then navigate to Channels > Settings and set this entry point in the Callback Entry Point field[^8]. Record the entry point ID for use with web task creation[^48].

### Verify
The new entry point appears in the Channels list with channel type Outbound Telephony[^21], and the Callback Entry Point field displays it[^8][^6].

### Rollback
Select the previous outbound entry point in the Callback Entry Point field under Channels > Settings[^8], then deactivate and delete the unused Outbound Telephony channel[^57].

## Step 3: Position the Callback activity in the flow

### Do
A flow must be validated and its errors fixed before it can be published[^58]. Place the Callback activity after a Queue Contact or Queue To Agent activity[^2]. You can place this chaining in the Main flow or within Event flows[^17]. If you want callers to reach a preferred agent, place Queue To Agent before the Callback activity[^24].

### Verify
Suggested check: Validate the flow in Flow Designer and confirm that the execution path reaches the Callback activity only after the contact has entered a Queue Contact or Queue To Agent step.

### Rollback
Suggested rollback: Remove the Callback block from the canvas and restore the flow connection directly to the queue wait loop.

## Step 4: Offer callback and collect caller number

**Always the number the caller rang from**

### Do
Add an Opt-Out Menu activity that lets the caller either stay in queue or take a callback[^46]. The Callback Report's Callback Number field comes from the ANI or from the flow configuration[^26].

### Verify
Suggested check: Place a test call into the queue, select the callback option, and verify that the flow exits the hold loop into the Callback activity.

### Rollback
Suggested rollback: Remove the Opt-Out Menu activity from the flow and reconnect the preceding step directly to the hold music step.

**Let the caller key in a different number**

### Do
Add an Opt-Out Menu activity to let the caller choose between staying in queue or receiving a callback[^46]. Add a Number Menu offering the caller the option to keep their current number or enter a new one[^46]. For callers entering a new number, add a Collect Digits activity configured to collect a 10-digit number ending with pound, followed by a Set Variable activity storing the result in callbackNumberEntered[^43].

### Verify
On a test callback, the agent desktop popover shows the keyed alternate number[^13], and Analyzer records that alternate number in the Callback Number field[^26].

### Rollback
Suggested rollback: Delete the Number Menu, Collect Digits, and Set Variable activities, and route the callback request directly using the caller's incoming ANI.

## Step 5: Configure target queue in the Callback activity

**Same queue**

### Do
In the Callback activity settings, leave the target queue set to the queue where the call originated[^36]. This keeps the contact's original queue position, skills, priority, and contextual data[^36].

### Verify
Suggested check: Queue multiple test calls ahead of the callback request and verify that the callback is offered to the agent in the order established by the initial call.

### Rollback
Suggested rollback: Re-open the Callback activity properties and reselect the initial incoming queue if any adjustments were made.

**A separate callback queue**

### Do
If a different queue is selected in the Callback activity, the contact is pushed to the end of that queue with no skills and default priority[^14]. WarmTransfer's reading of the sources is that readers who route on skills or priority should expect a different-queue callback to lose that targeting, so a same-queue callback is the safer default unless the second queue is built for callbacks[^15].

### Verify
When an agent receives the callback, the incoming request popover shows the dedicated callback queue as the routing queue[^13], and Analyzer displays that queue under Queue Name[^28].

### Rollback
Suggested rollback: Open the Callback activity and reselect the original inbound queue, then republish the flow.

## Step 6: Configure caller ID for outbound callback

### Do
In the Callback activity properties, set the optional ANI customization if a specific caller ID is needed[^12]. Webex Contact Center maps only PSTN numbers in globalized +E.164 format to entry points[^16]. Using a flow on an outdial entry point enables advanced configurations such as screen pop and customizing the ANI, which are not available with a routing strategy[^59].

### Verify
Suggested check: Place a test callback to an external mobile handset and confirm that the caller ID displayed matches the static or variable ANI configured on the Callback activity.

### Rollback
Suggested rollback: Clear the ANI fields in the Callback activity properties to revert to the default outbound ANI.

## Step 7: Configure failed callback handling

**No flow-controlled retries**

### Do
WarmTransfer's reading of the sources is that because retries are built by handling the CallbackFailed event, a flow with no CallbackFailed handler probably does not retry a failed callback on a schedule the reader controls[^19]. If the customer does not answer the returned call, the call is returned to the queue[^18].

### Verify
Trigger a test callback and do not answer the customer leg[^18]. Check Analyzer's Callback Report to confirm that the Last Callback Status displays Failure or Not Processed and the Final Reason reflects the outcome[^32][^27].

### Rollback
Suggested rollback: Open the flow and verify that no event flows are linked to the CallbackFailed event.

**Retry on a schedule you set**

### Do
Create an event flow handling the CallbackFailed event and insert a Wait activity[^9]. Configure the Wait duration between 10 seconds and 72 hours[^34]. Ensure your retry logic does not exceed the platform limits of 10 retry attempts across a maximum span of 14 days[^35].

### Verify
Place a test callback, decline the incoming customer leg, and verify that the retry triggers after the Wait duration[^9][^34]. In Analyzer, verify that the Failed Callback Retry Count field increments and drills down into the attempt[^30]. If all attempts are exhausted, verify that Final Reason displays MAX_CALLBACK_RETRY_LIMIT_REACHED[^27].

### Rollback
Suggested rollback: Delete the CallbackFailed event handler and republish the flow.

## Step 8: Prevent duplicate callback requests

### Do
To prevent repeated callback entries, add an HTTP request activity before the callback offer that queries the GraphQL Search API for active callback tasks matching the caller's ANI[^44]. Ensure your tenant has a configured connector to the Webex Contact Center APIs alongside configured queues, entry points, and entry point mappings[^45]. See also [Getting started with the Webex Contact Center APIs](https://warmtransfer.net/knowledge/wxcc-api-integration-setup).

### Verify
Suggested check: Place two consecutive calls from the same phone number, select callback on both, and confirm that only a single active callback task is generated in the queue.

### Rollback
Suggested rollback: Remove the Search API HTTP request activity and restore direct routing to the callback menu.

## Step 9: Configure web callback ingestion

**Courtesy callback only**

### Do
The Callback Report under Stock Reports > Historical Reports > Callback Reports tracks callbacks requested from the website, bots or while waiting in queue[^28].

### Verify
In Analyzer's Callback Report, check that the Type of Callback column records no web callbacks[^33].

### Rollback
Suggested rollback: No configuration was added; no rollback is necessary.

**Courtesy callback plus web callback**

### Do
Implement a server-side service that issues an authenticated HTTP POST request to the /v1/tasks endpoint (such as https://api.wxcc-us1.cisco.com/v1/tasks for the us1 region)[^49]. In the request body, supply outboundType as CALLBACK, mediaType as telephony, destination, entryPointId, and a callback object with callbackOrigin web and callbackType immediate[^48]. Keep all authentication tokens on the server, as Cisco notes that sample apps are not production-ready and advises a security-first approach[^50].

### Verify
Suggested check: Submit a test task through your server-side endpoint. An agent receives an incoming call request whose popover shows a Callback label and icon[^13], and Analyzer shows Type of Callback as web and Source of Callback as web or api[^33][^31].

### Rollback
Suggested rollback: Terminate the server-side integration service and disable the external web form.

## Step 10: Validate the agent desktop experience

### Do
A flow must be validated and its errors fixed before it can be published[^58]. Contacts of any channel are routed to an agent only when the agent's state is Available[^55]. A callback reaches the agent as an incoming call request whose popover shows a Callback label and icon, the customer number, DNIS, the routing queue and an elapsed-time timer[^13]. If the customer does not answer the callback, the call is returned to the queue[^18].

### Verify
The incoming request popover displays the Callback label and icon, the customer's callback number, the DNIS, the target routing queue, and an elapsed-time timer[^13].

### Rollback
Suggested rollback: Revert to the prior published flow version in Flow Designer and re-verify standard queue routing.

## Step 11: Validate Analyzer historical reporting

### Do
Log in to Webex Contact Center Analyzer and navigate to Stock Reports > Historical Reports > Callback Reports > Callback Report[^28].

### Verify
Confirm that your test callback records appear in the report[^28]:
- Type of Callback displays courtesy, scheduled, scheduled_personal, or web[^33].
- Source of Callback displays web, chat, livecall, api, or IVR[^31].
- Last Callback Status displays Success, Not Processed, or Failure[^32].
- Preferred Agent Name shows N/A unless routing was performed using a Queue to Agent activity[^29].

### Rollback
Suggested rollback: No configuration changes are made in Analyzer; reporting adjustments require no rollback.

## Applicability

Applies to: Cisco Webex Contact Center. Deployments: multi-tenant. Sources checked 2026-09-30. The June 29 2026 admin release note announces that administrators can enable or disable Scheduled, Personal and Campaign callbacks, and that campaign callbacks go to the same queue and campaign as the original outbound call[^10]. Since September 2025 agents can schedule a callback for a customer with a designated agent, either themselves or a member of their buddy team[^23]. Webex Contact Center PSTN is available in the contiguous United States and Canada only[^60].

## What remains uncertain

Whether the outdial restriction on Customize ANI affects callbacks placed through an outbound entry point is not covered by the sources below. WarmTransfer's reading of the sources is that tenants in other regions most likely use https://api.wxcc-<region code>.cisco.com, substituting their code for us1[^61]. Webex Contact Center region codes are us1 (North America), ca1 (Canada), eu1 (UK), eu2 (EU), anz1 (APJC), jp1 (Japan) and sg1 (Singapore)[^62].

## Sources

[^1]: In Webex Contact Center the Callback activity lets a caller request a callback instead of waiting on hold and creates a task in a queue so an available agent can return the call. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Callback, first paragraph. Checked 2026-09-30.
[^2]: The Callback activity is placed after a Queue Contact or Queue To Agent activity in the flow. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Activities in Voice > Queue To Agent. Checked 2026-09-30.
[^3]: In the Callback activity a static callback ANI is picked from a drop-down of Entry Point-Dial Numbers, meaning dial numbers mapped to entry points in Control Hub. Source: [Webex Contact Center Setup and Administration Guide - Webex Calling Integration](https://help.webex.com/en-us/article/n5595zd), chapter Courtesy Callback, Callback ANI (seen only in a search snippet). Checked 2026-09-30.
[^4]: A variable callback ANI must hold a valid E.164 number that has a valid Entry Point-Dial Number mapping. Source: [Webex Contact Center Setup and Administration Guide - Webex Calling Integration](https://help.webex.com/en-us/article/n5595zd), chapter Courtesy Callback, Callback ANI (seen only in a search snippet). Checked 2026-09-30.
[^5]: In the Create Task API, when outboundType is CALLBACK or OUTDIAL the entryPointId must be an outbound entry point. Source: [Create Task (Webex Contact Center API reference)](https://developer.webex.com/webex-contact-center/docs/api/v1/tasks-call-control/create-task), request body parameter entryPointId (seen only in a search snippet). Checked 2026-09-30.
[^6]: The configured callback entry point handles every scheduled callback in the organization. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), section Set up a callback entry point. Checked 2026-09-30.
[^7]: Agent-scheduled and IVR-scheduled callbacks both need an entry point configured as the organization's dedicated callback entry point. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), section Set up a callback entry point. Checked 2026-09-30.
[^8]: The callback entry point is set in Control Hub under Services > Contact Center > Customer experience > Channels > Settings, by choosing an outbound entry point in the Callback Entry Point field. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), section Set up a callback entry point, steps 1-4. Checked 2026-09-30.
[^9]: A CallbackFailed event lets the flow retry a failed callback by using the Wait activity in the event flow. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Callback, retry paragraph. Checked 2026-09-30.
[^10]: The June 29 2026 admin release note announces that administrators can enable or disable Scheduled, Personal and Campaign callbacks, and that campaign callbacks go to the same queue and campaign as the original outbound call. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/en-us/article/a1gx3h), entry June 29 2026, Scheduled Callback for Outbound Campaigns. Checked 2026-09-30.
[^11]: Courtesy callback is not supported with capacity-based teams, because it needs an Agent ID; a courtesy callback that reaches an entry point or queue served by a capacity-based team fails. Source: [Webex Contact Center Setup and Administration Guide - Webex Calling Integration](https://help.webex.com/en-us/article/n5595zd), chapter Courtesy Callback, note on capacity-based teams (seen only in a search snippet). Checked 2026-09-30.
[^12]: The Callback activity offers an optional setting to customize the ANI (caller ID) used on the callback. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Callback. Checked 2026-09-30.
[^13]: A callback reaches the agent as an incoming call request whose popover shows a Callback label and icon, the customer number, DNIS, the routing queue and an elapsed-time timer. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), section on callback requests. Checked 2026-09-30.
[^14]: If a different queue is selected in the Callback activity, the contact is pushed to the end of that queue with no skills and default priority. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Callback. Checked 2026-09-30.
[^15]: Readers who route on skills or priority should expect a different-queue callback to lose that targeting, so a same-queue callback is the safer default unless the second queue is built for callbacks (inferred). Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Callback (derived from the same-queue and different-queue sentences). Checked 2026-09-30.
[^16]: Webex Contact Center maps only PSTN numbers in globalized +E.164 format to entry points. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), section Create a channel. Checked 2026-09-30.
[^17]: A Queue To Agent activity can be chained with a Callback activity in both the Main flow and Event flows. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Activities in Voice > Queue To Agent. Checked 2026-09-30.
[^18]: If the customer does not answer the callback, the call is returned to the queue. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), section on callback requests. Checked 2026-09-30.
[^19]: Because retries are built by handling the CallbackFailed event, a flow with no CallbackFailed handler probably does not retry a failed callback on a schedule the reader controls (inferred). Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Callback, retry paragraph. Checked 2026-09-30.
[^20]: Cisco says courtesy callback should be configured after a queuing activity and not used as a first-class queuing activity in a flow. Source: [Webex Contact Center Setup and Administration Guide - Webex Calling Integration](https://help.webex.com/en-us/article/n5595zd), chapter Courtesy Callback (seen only in a search snippet). Checked 2026-09-30.
[^21]: An outbound entry point is created in Create a channel by choosing Outbound Telephony as the channel type. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), section Create a channel, step 4. Checked 2026-09-30.
[^22]: Flow controls such as Customize ANI, screen pop and global variables cannot be used as part of the outdial experience. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), section Create a channel, outdial notes. Checked 2026-09-30.
[^23]: Since September 2025 agents can schedule a callback for a customer with a designated agent, either themselves or a member of their buddy team. Source: [What's new for agents in Webex Contact Center](https://help.webex.com/en-us/article/n3v7ldh/What's-new-for-agents-in-Webex-Contact-Center), entry September 29 2025, Personal callback scheduling. Checked 2026-09-30.
[^24]: When the Callback activity follows a QueueToAgent activity, customers can request a callback from their preferred agent. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Callback. Checked 2026-09-30.
[^25]: Before the courtesy callback flow is configured, the administrator must configure the inbound entry point and queue used for courtesy callback. Source: [Webex Contact Center Setup and Administration Guide - Webex Calling Integration](https://help.webex.com/en-us/article/n5595zd), chapter Courtesy Callback (seen only in a search snippet). Checked 2026-09-30.
[^26]: The Callback Report's Callback Number field comes from the ANI or from the flow configuration. Source: [Webex Contact Center Analyzer Stock Reports](https://help.webex.com/en-us/article/t137o3/Webex-Contact-Center-Analyzer-Stock-Reports), Callback Report, field Callback Number. Checked 2026-09-30.
[^27]: The Callback Report's Final Reason values include NO_ANSWER_FROM_CUSTOMER, CUSTOMER_BUSY, CUSTOMER_UNAVAILABLE, AGENT_ENDS, RONA Timer expired, Queue Timeout, MAX_CALLBACK_RETRY_LIMIT_REACHED, OUTDIAL_FAILED and SYSTEM_ERROR. Source: [Webex Contact Center Analyzer Stock Reports](https://help.webex.com/en-us/article/t137o3/Webex-Contact-Center-Analyzer-Stock-Reports), Callback Report, field Final Reason. Checked 2026-09-30.
[^28]: Analyzer has a Callback Report under Stock Reports > Historical Reports > Callback Reports that tracks callbacks requested from the website, bots or while waiting in queue. Source: [Webex Contact Center Analyzer Stock Reports](https://help.webex.com/en-us/article/t137o3/Webex-Contact-Center-Analyzer-Stock-Reports), Callback Report. Checked 2026-09-30.
[^29]: The Callback Report shows Preferred Agent Name as N/A when the callback was not routed through a Queue to Agent activity. Source: [Webex Contact Center Analyzer Stock Reports](https://help.webex.com/en-us/article/t137o3/Webex-Contact-Center-Analyzer-Stock-Reports), Callback Report, field Preferred Agent Name. Checked 2026-09-30.
[^30]: The Callback Report has a Failed Callback Retry Count field that drills down into each retry. Source: [Webex Contact Center Analyzer Stock Reports](https://help.webex.com/en-us/article/t137o3/Webex-Contact-Center-Analyzer-Stock-Reports), Callback Report, field Failed Callback Retry Count. Checked 2026-09-30.
[^31]: The Callback Report's Source of Callback field records whether the request came from web, chat, livecall, api or IVR. Source: [Webex Contact Center Analyzer Stock Reports](https://help.webex.com/en-us/article/t137o3/Webex-Contact-Center-Analyzer-Stock-Reports), Callback Report, field Source of Callback. Checked 2026-09-30.
[^32]: The Callback Report's Last Callback Status field is Success, Not Processed or Failure. Source: [Webex Contact Center Analyzer Stock Reports](https://help.webex.com/en-us/article/t137o3/Webex-Contact-Center-Analyzer-Stock-Reports), Callback Report, field Last Callback Status. Checked 2026-09-30.
[^33]: The Callback Report's Type of Callback field distinguishes courtesy, scheduled, scheduled_personal and web callbacks. Source: [Webex Contact Center Analyzer Stock Reports](https://help.webex.com/en-us/article/t137o3/Webex-Contact-Center-Analyzer-Stock-Reports), Callback Report, field Type of Callback. Checked 2026-09-30.
[^34]: The retry interval set with the Wait activity for a failed callback is at least 10 seconds and at most 72 hours. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Callback, retry paragraph. Checked 2026-09-30.
[^35]: Webex Contact Center supports up to 10 callback retry attempts across a maximum span of 14 days using the Wait activity. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Callback, retry paragraph. Checked 2026-09-30.
[^36]: If the callback stays in the original queue where the call originated, the contact keeps its queue position, skills, priority and contextual data. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Callback. Checked 2026-09-30.
[^37]: The Scheduled Callback activity lets a flow offer the customer a callback at a specific future date and time. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Schedule Callback. Checked 2026-09-30.
[^38]: A scheduled callback date must be between today and 31 days ahead and supplied in YYYY-MM-DD format. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Schedule Callback, input requirements. Checked 2026-09-30.
[^39]: The Scheduled Callback activity requires the Callback Default Entry Point to be configured under Channel Settings in Control Hub. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Schedule Callback, prerequisites. Checked 2026-09-30.
[^40]: At the requested date and time a scheduled callback creates a new call that follows the flow of the linked entry point. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Schedule Callback. Checked 2026-09-30.
[^41]: The Scheduled Callback activity requires a valid time zone in IANA format such as America/New_York. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Schedule Callback, input requirements. Checked 2026-09-30.
[^42]: A scheduled callback time window must be 30 minutes to 8 hours long, start at least 30 minutes ahead, and use 24-hour time. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), section Schedule Callback, input requirements. Checked 2026-09-30.
[^43]: In that template a Collect Digits activity collects a 10-digit number ended with the pound key and a Set Variable activity stores it in callbackNumberEntered. Source: [WebexSamples/webex-contact-center-flows](https://github.com/WebexSamples/webex-contact-center-flows), subflow-callback-template/README, Collect Digits and Set Variable. Checked 2026-09-30.
[^44]: Cisco's repeat-callback flow template avoids duplicate callbacks by calling the Search API through a GraphQL HTTP request to check for an active callback task for the caller's ANI. Source: [WebexSamples/webex-contact-center-flows](https://github.com/WebexSamples/webex-contact-center-flows), repeat-callback-template/README, description. Checked 2026-09-30.
[^45]: The repeat-callback template requires a connector to the Webex Contact Center APIs plus a configured entry point, entry point mapping and queues. Source: [WebexSamples/webex-contact-center-flows](https://github.com/WebexSamples/webex-contact-center-flows), repeat-callback-template/README, Prerequisites. Checked 2026-09-30.
[^46]: Cisco's Collect Callback Info subflow template uses an Opt-Out Menu to let the caller stay in queue or take a callback, then a Number Menu to keep the current number or enter a new one. Source: [WebexSamples/webex-contact-center-flows](https://github.com/WebexSamples/webex-contact-center-flows), subflow-callback-template/README, activities list. Checked 2026-09-30.
[^47]: Cisco's Register Scheduled Callback subflow template collects the date, time range and IANA time zone and uses the Schedule Callback activity. Source: [WebexSamples/webex-contact-center-flows](https://github.com/WebexSamples/webex-contact-center-flows), subflow-register-scheduled_callback-template/README. Checked 2026-09-30.
[^48]: The sample's request body sets outboundType CALLBACK, mediaType telephony, destination, entryPointId, and a callback object with callbackOrigin web and callbackType immediate. Source: [WebexSamples/webex-contact-center-api-samples](https://github.com/WebexSamples/webex-contact-center-api-samples), callback-samples/callback-sample/server.js, request body. Checked 2026-09-30.
[^49]: The callback sample creates a web callback with an authenticated POST to the /v1/tasks endpoint, https://api.wxcc-us1.cisco.com/v1/tasks in the sample. Source: [WebexSamples/webex-contact-center-api-samples](https://github.com/WebexSamples/webex-contact-center-api-samples), callback-samples/callback-sample/server.js, API call. Checked 2026-09-30.
[^50]: The callback sample README says the samples are not production-ready and recommends a security-first approach for production. Source: [WebexSamples/webex-contact-center-api-samples](https://github.com/WebexSamples/webex-contact-center-api-samples), callback-samples/callback-sample/README, notes. Checked 2026-09-30.
[^51]: Cisco's callback-sample app shows a front-end form that uses the Web Callback API to inject a callback into Webex Contact Center. Source: [WebexSamples/webex-contact-center-api-samples](https://github.com/WebexSamples/webex-contact-center-api-samples), README index, callback-samples/callback-sample. Checked 2026-09-30.
[^52]: Webex Contact Center supports mapping only PSTN numbers in globalized +E.164 format to entry points; extensions are not supported as support numbers. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Support Number section. Checked 2026-09-30.
[^53]: An inbound queue is where a customer contact waits before being assigned to an agent, while an outdial queue is a holding place for outbound customer contacts. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), Queue type field. Checked 2026-09-30.
[^54]: A desktop profile controls which entry points or queues agents may select as transfer or consult targets, and consult to queue works only for queues with teams serving them. Source: [Create and manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Create-and-manage-desktop-profiles), Dial plan settings, Consult to queue note. Checked 2026-09-30.
[^55]: Contacts of any channel are routed to an agent only when the agent's state is Available; agents start in an idle state. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Set Availability. Checked 2026-09-30.
[^56]: Entry points are created as channels in Control Hub under Services > Contact Center > Customer experience > Channels by clicking Create. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel procedure, steps 1 to 3. Checked 2026-09-30.
[^57]: A channel that is in an active state cannot be deleted. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Edit or delete a channel. Checked 2026-09-30.
[^58]: A flow must be validated and its errors fixed before it can be published. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Publish a flow. Checked 2026-09-30.
[^59]: Using a flow on an outdial entry point enables advanced configurations such as screen pop and customizing the ANI, which are not available with a routing strategy. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel > Entry point settings (outdial) > flow note. Checked 2026-09-30.
[^60]: Webex Contact Center PSTN is available in the contiguous United States and Canada only. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/Set-up-voice-channels-for-Webex-Contact-Center), Set up voice channels > PSTN options > Webex Contact Center PSTN. Checked 2026-09-30.
[^61]: Tenants in other regions most likely use https://api.wxcc-<region code>.cisco.com, substituting their code for us1 (inferred). Source: [Configure Webex Contact Center APIs with Postman as an Application](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/218418-configure-webex-contact-center-apis-with.html), environment variables, datacenter value, read with the us1 host examples. Checked 2026-09-30.
[^62]: Webex Contact Center region codes are us1 (North America), ca1 (Canada), eu1 (UK), eu2 (EU), anz1 (APJC), jp1 (Japan) and sg1 (Singapore). Source: [Integrate Webex Contact Center with ServiceNow (Version 2-New)](https://help.webex.com/en-us/article/ny83tx0/Integrate-Webex-Contact-Center-with-ServiceNow-(Version-2-New)), Openframe Configuration property customizations, region key. Checked 2026-09-30.