webex contact center · published

Webex Contact Center callbacks

Verified 2026-09-25 · 52 sources · tier 2–5

Agent Desktop documentation describes 3 callback types: courtesy callback, web callback, and scheduled callback 49. In Webex Contact Center Flow Designer, the Callback activity lets a caller request a callback instead of waiting on hold in queue 1.

Flow Designer Activities and Routing

In Flow Designer, if the Callback activity keeps the contact in its original queue, the contact maintains its queue position, skills, priority, and contextual data 42. If the Callback activity sends the callback to a different queue, the contact moves to the end of that queue with default priority and no skills 23. The Callback activity also includes an optional setting to customise the ANI presented on the callback 22.

Chaining a Queue To Agent activity with a Callback activity is supported in both the Main flow and Event flows 27. When the Callback activity follows a QueueToAgent activity in the flow, the callback can be routed to the caller's preferred agent 24. According to system limits, the Flow Designer self-loop limit is 10 for the Callback activity 48 and 10 for the Schedule Callback activity 47. In the field, practitioner training content shows callback offers gated on live queue conditions, using the Get Queue Info activity with conditional expressions to decide when and to whom an offer is made 18.

Scheduled and IVR Callbacks

For IVR self-scheduled callbacks, the flow collects caller scheduling details through DTMF prompts and passes them to the Schedule Callback activity 45. An IVR-scheduled callback can be set for any date starting from today up to 31 days in the future 19. The IVR-scheduled callback window must begin at least 30 minutes from the present time and last between 30 minutes and 8 hours 20.

A callback triggered by the Schedule Callback activity can use any inbound or outbound telephony queue 43. Cisco recommends placing a Disconnect activity immediately after the Schedule Callback activity to ensure the current call terminates properly 44. Before using the Schedule Callback activity, a Callback Default Entry Point must be configured under Channel Settings 46.

Retries, Failures, and Call Progress Analysis

Flow designers can add a CallbackFailed event to the event flow, which fires when a callback attempt fails and serves as the location to construct retries 11. Webex Contact Center supports at most 10 callback retry attempts 37. The minimum interval between courtesy callback retries is 10 seconds 40, the maximum interval is 72 hours 38, and all callback retries must fall within a maximum span of 14 days 39. WarmTransfer's reading of the sources is that courtesy callback retries are not automatic and occur only when the designer builds retry logic in the CallbackFailed event flow within the documented attempt, interval, and span limits 36.

If a callback reaches voicemail or an answering machine, the system marks the attempt as unsuccessful 9. The answering-machine-detection result is provided in the reason output variable of the CallbackFailed event handler, allowing retry logic to branch on it 10.

Placement of the CallProgressAnalysis activity depends on the callback type:

For courtesy callbacks, the CallProgressAnalysis activity goes after the Callback activity in the main flow 13.
For scheduled or personal scheduled callbacks, the CallProgressAnalysis activity goes after NewPhoneContact in the main flow 15.
In event flows, CallProgressAnalysis is supported only in the CallbackFailed event handler 14.

Agent Desktop and Web Submissions

In Agent Desktop, the callback request popover displays a Callback label and icon, the customer's phone number, the DNIS, the routing queue, and a timer 2. The callback reason is usually stored as a CAD variable; it is hidden on the callback popover by default, but an administrator can expose it using Flow Designer 28.

When an agent schedules a callback:

The customer name field accepts 3 to 250 characters and supports Unicode 7.
The phone number field accepts 7 to 15 characters, with an optional country code 8.
The agent must select the customer's time zone from valid IANA time zones 4.
The callback must be set at least 30 minutes after creation 6 and cannot exceed 31 days from creation 5.
The callback can be assigned to the scheduling agent, to a specific agent, or to any available agent 3.

The 29 June 2026 release notes announced that agents can create scheduled callback requests during outbound campaigns, tied to the same queue and campaign as the original outbound call 12.

For web callbacks, a request carries a name and callback number submitted through a chatbot (Virtual Agent) or the contact center website 51. Cisco's WebexSamples web-callback sample, implemented with a NodeJS backend and an HTML form, creates callbacks via the Webex Contact Center Create Task API 52.

Configuration and Reporting

The callback entry point is configured in Control Hub under Services > Contact Center > Customer experience > Channels > Settings by selecting an outbound entry point in the Callback Entry Point dropdown 17. This configured callback entry point handles all scheduled callbacks across the organisation, including those scheduled by agents in Agent Desktop and those scheduled by callers via the IVR 16.

Historical data is available in the Analyzer Callback Report, located at Stock Reports > Historical Reports > Callback Reports and formatted as a table 30. The report records Callback Request Time (when the customer opted for the callback) and Callback Connected Time (when the agent and customer connected) 31.

Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex Contact Center Agent Desktop, Cisco Webex Contact Center Analyzer, and Cisco Webex Contact Center APIs. Deployments: multi-tenant. Sources checked 2026-09-25. The 29 June 2026 release notes announced scheduled callback capabilities for outbound campaigns 12.

What remains uncertain

Callback ANI options regarding a static entry-point dial number versus variable ANI, along with E.164 mapping rules beyond the optional ANI setting, are not covered by the sources below. Courtesy callback number validation details (such as format, length, and country code) when a caller keys in digits in the IVR are not covered by the sources below. The Callback Schedule API endpoint inventory and request fields are not covered by the sources below. The specific Create Task API fields used for web callback creation are not covered by the sources below. Per-queue or per-tenant capacity limits for pending callbacks are not covered by the sources below. Agent Desktop profile callback granularity, such as whether configuration uses a single toggle versus per-type controls for Scheduled, Personal, and Campaign callbacks, is not covered by the sources below. Detailed CallProgressAnalysis parameter settings and the complete list of CallbackFailed reason output values are not covered by the sources below. The relationship between Webex Contact Center callbacks and TCPA or consent compliance is not covered by the sources below.

Sources

1
In Webex Contact Center Flow Designer, the Callback activity lets a caller request a callback instead of waiting on hold in queue.
Understand Routing and Queueing in Webex Contact Center · Callback section (Callback activities) · Checked 2026-09-25
2
The callback request popover in Agent Desktop shows a Callback label and icon, the customer's phone number, the DNIS, the routing queue and a timer.
Manage your calls in Agent Desktop · Callback section - incoming popover paragraph · Checked 2026-09-25
3
An agent-scheduled callback can be assigned to any available agent, to the scheduling agent, or to a specific agent.
Manage your calls in Agent Desktop · Schedule a callback and Schedule a personal callback procedures - assignment options · Checked 2026-09-25
4
When an agent schedules a callback, they must choose the customer's time zone from the valid IANA time zones.
Manage your calls in Agent Desktop · Schedule a callback procedure - customer time zone step · Checked 2026-09-25
5
An agent-scheduled callback cannot be more than 31 days after the time it is created.
Manage your calls in Agent Desktop · Schedule a callback procedure - time constraints · Checked 2026-09-25
6
An agent-scheduled callback must be at least 30 minutes after the time it is created.
Manage your calls in Agent Desktop · Schedule a callback procedure - time constraints · Checked 2026-09-25
7
When an agent schedules a callback, the customer name field accepts 3 to 250 characters and allows Unicode.
Manage your calls in Agent Desktop · Schedule a callback procedure - customer name step · Checked 2026-09-25
8
When an agent schedules a callback, the phone number field accepts 7 to 15 characters, with the country code optional.
Manage your calls in Agent Desktop · Schedule a callback procedure - phone number step (repeated in personal and campaign callback procedures) · Checked 2026-09-25
9
If a callback reaches an answering machine or voicemail, the system treats the attempt as unsuccessful.
Understand Routing and Queueing in Webex Contact Center · Call Progress Analysis section · Checked 2026-09-25
10
The answering-machine-detection result is exposed in the reason output variable of the CallbackFailed event handler, and retry logic can branch on it.
Understand Routing and Queueing in Webex Contact Center · Call Progress Analysis section · Checked 2026-09-25
11
Flow designers can add a CallbackFailed event to the event flow. It fires when a callback attempt fails and is the place to build retries.
Understand Routing and Queueing in Webex Contact Center · Callback section - CallbackFailed paragraph · Checked 2026-09-25
12
The 29 June 2026 release notes announced that agents can create scheduled callback requests during outbound campaigns, tied to the same queue and campaign as the original outbound call.
What's new for administrators in Webex Contact Center · June 29 2026 entry - Scheduled Callback for Outbound Campaigns · Checked 2026-09-25
13
For courtesy callbacks, the CallProgressAnalysis activity goes after the Callback activity in the main flow.
Understand Routing and Queueing in Webex Contact Center · Call Progress Analysis section - placement sentence · Checked 2026-09-25
14
In event flows, CallProgressAnalysis is supported only in the CallbackFailed event handler.
Understand Routing and Queueing in Webex Contact Center · Call Progress Analysis section - placement sentence · Checked 2026-09-25
15
For scheduled or personal scheduled callbacks, the CallProgressAnalysis activity goes after NewPhoneContact in the main flow.
Understand Routing and Queueing in Webex Contact Center · Call Progress Analysis section - placement sentence · Checked 2026-09-25
16
The configured callback entry point handles all scheduled callbacks in the organisation, whether agents schedule them in Agent Desktop or customers schedule them through the IVR.
Set up a channel · Set up a callback entry point · Checked 2026-09-25
17
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 dropdown.
Set up a channel · Set up a callback entry point - procedure steps · Checked 2026-09-25
18
Practitioner training content shows callback offers gated on live queue conditions, using the Get Queue Info activity with conditional expressions to decide when and to whom a callback is offered.field report
Enhancing the Queue: The Power of Callback Options in Webex · page summary text · Checked 2026-09-25
19
An IVR-scheduled callback can be set for any date from today up to 31 days in the future.
Understand Routing and Queueing in Webex Contact Center · Schedule Callback section - input constraints · Checked 2026-09-25
20
An IVR-scheduled callback window must start at least 30 minutes from now and last between 30 minutes and 8 hours.
Understand Routing and Queueing in Webex Contact Center · Schedule Callback section - input constraints · Checked 2026-09-25
21
Apart from the self-loop limits, the WxCC system-limits article (updated 2026-08-18) lists no callback-specific limit, such as pending callbacks per queue.inferred
System limits in Webex Contact Center · whole article - searched for callback mentions · Checked 2026-09-25
22
The Callback activity has an optional setting to customise the ANI (caller ID) presented on the callback.
Understand Routing and Queueing in Webex Contact Center · Callback section · Checked 2026-09-25
23
If the Callback activity sends the callback to a different queue, the contact goes to the end of that queue with no skills and default priority.
Understand Routing and Queueing in Webex Contact Center · Callback section - queue selection paragraph · Checked 2026-09-25
24
A callback can be routed to the caller's preferred agent when the Callback activity follows a QueueToAgent activity in the flow.
Understand Routing and Queueing in Webex Contact Center · Callback section - preferred agent paragraph · Checked 2026-09-25
25
The 29 June 2026 release note says administrators can enable or disable Scheduled, Personal and Campaign callbacks through desktop profile settings.disputed
What's new for administrators in Webex Contact Center · June 29 2026 entry - Scheduled Callback for Outbound Campaigns · Checked 2026-09-25
26
The desktop profile article describes one General setting that enables or disables the ability to schedule and manage callbacks for the profile.disputed
Manage desktop profiles · Create a desktop profile - General settings - Schedule and manage callbacks toggle · Checked 2026-09-25
27
A Queue To Agent activity can be chained with a Callback activity in both the Main flow and Event flows.
Build and manage flows with Flow Designer · Queue To Agent activity description · Checked 2026-09-25
28
The callback reason is usually stored as a CAD variable. It is not shown on the callback popover by default, but an administrator can expose it through Flow Designer.
Manage your calls in Agent Desktop · Callback section - callback reason paragraph · Checked 2026-09-25
29
The Callback Report has a Failed Callback Retry Count measure that drills down to individual callback attempts and their termination reasons.
Webex Contact Center Analyzer Stock Reports · Callback Report - Failed Callback Retry Count · Checked 2026-09-25
30
The Analyzer Callback Report is at Stock Reports > Historical Reports > Callback Reports and is output as a table.
Webex Contact Center Analyzer Stock Reports · Callback Report - report path · Checked 2026-09-25
31
The Callback Report records Callback Request Time (when the customer opted for the callback) and Callback Connected Time (when the agent and customer were connected).
Webex Contact Center Analyzer Stock Reports · Callback Report - field definitions · Checked 2026-09-25
32
The Callback Report's Source of Callback field distinguishes web, chat, livecall, API and IVR origins.
Webex Contact Center Analyzer Stock Reports · Callback Report - Source of Callback field · Checked 2026-09-25
33
The Callback Report records callback status as Success (agent and customer connected), Not Processed (still pending) or Failure (connection attempt failed).
Webex Contact Center Analyzer Stock Reports · Callback Report - Callback Status field · Checked 2026-09-25
34
The Callback Report records which party ended the interaction: Agent, Contact or System.
Webex Contact Center Analyzer Stock Reports · Callback Report - termination party field · Checked 2026-09-25
35
The Callback Report's Type of Callback field distinguishes courtesy, scheduled, scheduled_personal and web callbacks.
Webex Contact Center Analyzer Stock Reports · Callback Report - Type of Callback field · Checked 2026-09-25
36
Courtesy callback retries are not described as automatic. They happen only when the flow designer builds retry logic in the CallbackFailed event flow, within the documented interval, attempt and span limits.inferred
Understand Routing and Queueing in Webex Contact Center · Callback section - CallbackFailed paragraph (the event is optional: 'has the option to include') · Checked 2026-09-25
37
Webex Contact Center supports at most 10 callback retry attempts.
Understand Routing and Queueing in Webex Contact Center · Callback section - CallbackFailed retry limits sentence · Checked 2026-09-25
38
The maximum interval between courtesy callback retries is 72 hours.
Understand Routing and Queueing in Webex Contact Center · Callback section - CallbackFailed retry limits sentence · Checked 2026-09-25
39
All callback retries must fall within a maximum span of 14 days.
Understand Routing and Queueing in Webex Contact Center · Callback section - CallbackFailed retry limits sentence · Checked 2026-09-25
40
The minimum interval between courtesy callback retries is 10 seconds.
Understand Routing and Queueing in Webex Contact Center · Callback section - CallbackFailed retry limits sentence · Checked 2026-09-25
41
The delay between callback retries is set with a Wait activity in the CallbackFailed event flow.
Understand Routing and Queueing in Webex Contact Center · Callback section - CallbackFailed retry paragraph · Checked 2026-09-25
42
If the Callback activity keeps the contact in its original queue, the contact keeps its queue position, skills, priority and contextual data.
Understand Routing and Queueing in Webex Contact Center · Callback section - queue selection paragraph · Checked 2026-09-25
43
A callback from the Schedule Callback activity can use any telephony queue, inbound or outbound.
Understand Routing and Queueing in Webex Contact Center · Schedule Callback section · Checked 2026-09-25
44
Cisco recommends a Disconnect activity immediately after the Schedule Callback activity so the current call ends properly.
Understand Routing and Queueing in Webex Contact Center · Schedule Callback section · Checked 2026-09-25
45
For IVR self-scheduled callbacks, the flow collects the caller's scheduling details with DTMF prompts and passes them to the Schedule Callback activity.
Understand Routing and Queueing in Webex Contact Center · Schedule Callback section · Checked 2026-09-25
46
The Schedule Callback activity requires a Callback Default Entry Point to be configured under Channel Settings first.
Understand Routing and Queueing in Webex Contact Center · Schedule Callback section - before getting started note · Checked 2026-09-25
47
The Flow Designer self-loop limit for the Schedule Callback activity is 10.
System limits in Webex Contact Center · Self-loop limits for Flow Designer activities table - Schedule Callback row · Checked 2026-09-25
48
The Flow Designer self-loop limit for the Callback activity is 10.
System limits in Webex Contact Center · Self-loop limits for Flow Designer activities table - Callback row · Checked 2026-09-25
49
Agent Desktop documentation describes three callback types: courtesy callback, web callback and scheduled callback.
Manage your calls in Agent Desktop · Callback section - callback types · Checked 2026-09-25
50
Agent Desktop documentation states that when the customer does not answer a callback, the call is returned to the queue.
Manage your calls in Agent Desktop · Callback section · Checked 2026-09-25
51
A web callback request carries a name and a callback number and is submitted from the contact center website or a chatbot (Virtual Agent).
Manage your calls in Agent Desktop · Callback section - Web Callback · Checked 2026-09-25
52
Cisco's WebexSamples web-callback sample (a NodeJS backend with an HTML form) creates the callback by calling the Webex Contact Center Create Task API.
webex-contact-center-api-samples / callback-samples / callback-sample · callback-samples/callback-sample README · Checked 2026-09-25

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 25). Webex Contact Center callbacks. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-callback

BibTeX

@misc{warmtransfer-wxcc-callback,
  title  = {Webex Contact Center callbacks},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-callback},
  note   = {Verified 2026-09-25}
}