Setting up callbacks in Webex Contact Center

See also

Sources

1. 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.

   Understand Routing and Queueing in Webex Contact Center · section Callback, first paragraph · Checked 2026-09-30
2. 2
   The Callback activity is placed after a Queue Contact or Queue To Agent activity in the flow.

   Build and manage flows with Flow Designer · Activities in Voice > Queue To Agent · Checked 2026-09-30
3. 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.

   Webex Contact Center Setup and Administration Guide - Webex Calling Integration · chapter Courtesy Callback, Callback ANI (seen only in a search snippet) · Checked 2026-09-30
4. 4
   A variable callback ANI must hold a valid E.164 number that has a valid Entry Point-Dial Number mapping.

   Webex Contact Center Setup and Administration Guide - Webex Calling Integration · chapter Courtesy Callback, Callback ANI (seen only in a search snippet) · Checked 2026-09-30
5. 5
   In the Create Task API, when outboundType is CALLBACK or OUTDIAL the entryPointId must be an outbound entry point.

   Create Task (Webex Contact Center API reference) · request body parameter entryPointId (seen only in a search snippet) · Checked 2026-09-30
6. 6
   The configured callback entry point handles every scheduled callback in the organization.

   Set up a channel · section Set up a callback entry point · Checked 2026-09-30
7. 7
   Agent-scheduled and IVR-scheduled callbacks both need an entry point configured as the organization's dedicated callback entry point.

   Set up a channel · section Set up a callback entry point · Checked 2026-09-30
8. 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.

   Set up a channel · section Set up a callback entry point, steps 1-4 · Checked 2026-09-30
9. 9
   A CallbackFailed event lets the flow retry a failed callback by using the Wait activity in the event flow.

   Understand Routing and Queueing in Webex Contact Center · section Callback, retry paragraph · Checked 2026-09-30
10. 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.

    What's new for administrators in Webex Contact Center · entry June 29 2026, Scheduled Callback for Outbound Campaigns · Checked 2026-09-30
11. 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.

    Webex Contact Center Setup and Administration Guide - Webex Calling Integration · chapter Courtesy Callback, note on capacity-based teams (seen only in a search snippet) · Checked 2026-09-30
12. 12
    The Callback activity offers an optional setting to customize the ANI (caller ID) used on the callback.

    Understand Routing and Queueing in Webex Contact Center · section Callback · Checked 2026-09-30
13. 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.

    Manage your calls in Agent Desktop · section on callback requests · Checked 2026-09-30
14. 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.

    Understand Routing and Queueing in Webex Contact Center · section Callback · Checked 2026-09-30
15. 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

    Understand Routing and Queueing in Webex Contact Center · section Callback (derived from the same-queue and different-queue sentences) · Checked 2026-09-30
16. 16
    Webex Contact Center maps only PSTN numbers in globalized +E.164 format to entry points.

    Set up a channel · section Create a channel · Checked 2026-09-30
17. 17
    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 · Activities in Voice > Queue To Agent · Checked 2026-09-30
18. 18
    If the customer does not answer the callback, the call is returned to the queue.

    Manage your calls in Agent Desktop · section on callback requests · Checked 2026-09-30
19. 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

    Understand Routing and Queueing in Webex Contact Center · section Callback, retry paragraph · Checked 2026-09-30
20. 20
    Cisco says courtesy callback should be configured after a queuing activity and not used as a first-class queuing activity in a flow.

    Webex Contact Center Setup and Administration Guide - Webex Calling Integration · chapter Courtesy Callback (seen only in a search snippet) · Checked 2026-09-30
21. 21
    An outbound entry point is created in Create a channel by choosing Outbound Telephony as the channel type.

    Set up a channel · section Create a channel, step 4 · Checked 2026-09-30
22. 22
    Flow controls such as Customize ANI, screen pop and global variables cannot be used as part of the outdial experience.

    Set up a channel · section Create a channel, outdial notes · Checked 2026-09-30
23. 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.

    What's new for agents in Webex Contact Center · entry September 29 2025, Personal callback scheduling · Checked 2026-09-30
24. 24
    When the Callback activity follows a QueueToAgent activity, customers can request a callback from their preferred agent.

    Understand Routing and Queueing in Webex Contact Center · section Callback · Checked 2026-09-30
25. 25
    Before the courtesy callback flow is configured, the administrator must configure the inbound entry point and queue used for courtesy callback.

    Webex Contact Center Setup and Administration Guide - Webex Calling Integration · chapter Courtesy Callback (seen only in a search snippet) · Checked 2026-09-30
26. 26
    The Callback Report's Callback Number field comes from the ANI or from the flow configuration.

    Webex Contact Center Analyzer Stock Reports · Callback Report, field Callback Number · Checked 2026-09-30
27. 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.

    Webex Contact Center Analyzer Stock Reports · Callback Report, field Final Reason · Checked 2026-09-30
28. 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.

    Webex Contact Center Analyzer Stock Reports · Callback Report · Checked 2026-09-30
29. 29
    The Callback Report shows Preferred Agent Name as N/A when the callback was not routed through a Queue to Agent activity.

    Webex Contact Center Analyzer Stock Reports · Callback Report, field Preferred Agent Name · Checked 2026-09-30
30. 30
    The Callback Report has a Failed Callback Retry Count field that drills down into each retry.

    Webex Contact Center Analyzer Stock Reports · Callback Report, field Failed Callback Retry Count · Checked 2026-09-30
31. 31
    The Callback Report's Source of Callback field records whether the request came from web, chat, livecall, api or IVR.

    Webex Contact Center Analyzer Stock Reports · Callback Report, field Source of Callback · Checked 2026-09-30
32. 32
    The Callback Report's Last Callback Status field is Success, Not Processed or Failure.

    Webex Contact Center Analyzer Stock Reports · Callback Report, field Last Callback Status · Checked 2026-09-30
33. 33
    The Callback Report's Type of Callback field distinguishes courtesy, scheduled, scheduled_personal and web callbacks.

    Webex Contact Center Analyzer Stock Reports · Callback Report, field Type of Callback · Checked 2026-09-30
34. 34
    The retry interval set with the Wait activity for a failed callback is at least 10 seconds and at most 72 hours.

    Understand Routing and Queueing in Webex Contact Center · section Callback, retry paragraph · Checked 2026-09-30
35. 35
    Webex Contact Center supports up to 10 callback retry attempts across a maximum span of 14 days using the Wait activity.

    Understand Routing and Queueing in Webex Contact Center · section Callback, retry paragraph · Checked 2026-09-30
36. 36
    If the callback stays in the original queue where the call originated, the contact keeps its queue position, skills, priority and contextual data.

    Understand Routing and Queueing in Webex Contact Center · section Callback · Checked 2026-09-30
37. 37
    The Scheduled Callback activity lets a flow offer the customer a callback at a specific future date and time.

    Understand Routing and Queueing in Webex Contact Center · section Schedule Callback · Checked 2026-09-30
38. 38
    A scheduled callback date must be between today and 31 days ahead and supplied in YYYY-MM-DD format.

    Understand Routing and Queueing in Webex Contact Center · section Schedule Callback, input requirements · Checked 2026-09-30
39. 39
    The Scheduled Callback activity requires the Callback Default Entry Point to be configured under Channel Settings in Control Hub.

    Understand Routing and Queueing in Webex Contact Center · section Schedule Callback, prerequisites · Checked 2026-09-30
40. 40
    At the requested date and time a scheduled callback creates a new call that follows the flow of the linked entry point.

    Understand Routing and Queueing in Webex Contact Center · section Schedule Callback · Checked 2026-09-30
41. 41
    The Scheduled Callback activity requires a valid time zone in IANA format such as America/New_York.

    Understand Routing and Queueing in Webex Contact Center · section Schedule Callback, input requirements · Checked 2026-09-30
42. 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.

    Understand Routing and Queueing in Webex Contact Center · section Schedule Callback, input requirements · Checked 2026-09-30
43. 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.

    WebexSamples/webex-contact-center-flows · subflow-callback-template/README, Collect Digits and Set Variable · Checked 2026-09-30
44. 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.

    WebexSamples/webex-contact-center-flows · repeat-callback-template/README, description · Checked 2026-09-30
45. 45
    The repeat-callback template requires a connector to the Webex Contact Center APIs plus a configured entry point, entry point mapping and queues.

    WebexSamples/webex-contact-center-flows · repeat-callback-template/README, Prerequisites · Checked 2026-09-30
46. 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.

    WebexSamples/webex-contact-center-flows · subflow-callback-template/README, activities list · Checked 2026-09-30
47. 47
    Cisco's Register Scheduled Callback subflow template collects the date, time range and IANA time zone and uses the Schedule Callback activity.

    WebexSamples/webex-contact-center-flows · subflow-register-scheduled_callback-template/README · Checked 2026-09-30
48. 48
    The sample's request body sets outboundType CALLBACK, mediaType telephony, destination, entryPointId, and a callback object with callbackOrigin web and callbackType immediate.

    WebexSamples/webex-contact-center-api-samples · callback-samples/callback-sample/server.js, request body · Checked 2026-09-30
49. 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.

    WebexSamples/webex-contact-center-api-samples · callback-samples/callback-sample/server.js, API call · Checked 2026-09-30
50. 50
    The callback sample README says the samples are not production-ready and recommends a security-first approach for production.

    WebexSamples/webex-contact-center-api-samples · callback-samples/callback-sample/README, notes · Checked 2026-09-30
51. 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.

    WebexSamples/webex-contact-center-api-samples · README index, callback-samples/callback-sample · Checked 2026-09-30
52. 52
    Webex Contact Center supports mapping only PSTN numbers in globalized +E.164 format to entry points; extensions are not supported as support numbers.

    Set up a channel · Support Number section · Checked 2026-09-30
53. 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.

    Create and manage queues · Queue type field · Checked 2026-09-30
54. 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.

    Create and manage desktop profiles · Dial plan settings, Consult to queue note · Checked 2026-09-30
55. 55
    Contacts of any channel are routed to an agent only when the agent's state is Available; agents start in an idle state.

    Understand agent states · Set Availability · Checked 2026-09-30
56. 56
    Entry points are created as channels in Control Hub under Services > Contact Center > Customer experience > Channels by clicking Create.

    Set up a channel · Set up a channel procedure, steps 1 to 3 · Checked 2026-09-30
57. 57
    A channel that is in an active state cannot be deleted.

    Set up a channel · Edit or delete a channel · Checked 2026-09-30
58. 58
    A flow must be validated and its errors fixed before it can be published.

    Build and manage flows with Flow Designer · Publish a flow · Checked 2026-09-30
59. 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.

    Set up a channel · Set up a channel > Entry point settings (outdial) > flow note · Checked 2026-09-30
60. 60
    Webex Contact Center PSTN is available in the contiguous United States and Canada only.

    Set up voice channels for Webex Contact Center · Set up voice channels > PSTN options > Webex Contact Center PSTN · Checked 2026-09-30
61. 61
    Tenants in other regions most likely use https://api.wxcc-<region code>.cisco.com, substituting their code for us1.inferred

    Configure Webex Contact Center APIs with Postman as an Application · environment variables, datacenter value, read with the us1 host examples · Checked 2026-09-30
62. 62
    Webex Contact Center region codes are us1 (North America), ca1 (Canada), eu1 (UK), eu2 (EU), anz1 (APJC), jp1 (Japan) and sg1 (Singapore).

    Integrate Webex Contact Center with ServiceNow (Version 2-New) · Openframe Configuration property customizations, region key · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Setting up callbacks in Webex Contact Center. WarmTransfer. https://warmtransfer.net/guides/wxcc-callback-setup

@misc{warmtransfer-wxcc-callback-setup,
  title  = {Setting up callbacks in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-callback-setup},
  note   = {Verified 2026-09-30}
}