WarmTransfer
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Troubleshooting Webex Contact Center callbacks

Verified 2026-09-30 · 48 sources · tier 2–3

Also known as Callback Report, Callback activity, CallbackFailed event, courtesy callback, personal callback, scheduled callback, web callback.

When a caller requests a callback, the Flow Designer Callback activity creates a task in a queue so an available agent can return the call 10. The callback request is held by the system until an agent becomes available, at which point the call to the customer is initiated 1.

Flow configuration and queueing

If the callback remains in the original queue, the contact retains its queue position, skills, priority, and contextual data 37. If the Callback activity directs the contact to a different queue, the contact is placed at the end of that queue with default priority and no skills 17. A callback from a customer's preferred agent can be configured when the Callback activity follows a QueueToAgent activity in the flow 19.

The Callback activity includes optional configuration to customize the ANI used as caller ID during the callback 3. For general outdial calls where an agent does not select a specific outdial ANI, the tenant's default outdial dial number is presented as the customer's caller ID 12. In Flow Designer, the Callback activity is subject to a self-loop limit of 10 45. On telephony queues, the system limit for the Maximum time in queue setting is 86400 seconds (1 day) 14. The Maximum time in queue setting specifies the duration after which a contact of any media type is terminated 15.

Scheduled callbacks

The Schedule Callback activity requires that an administrator configure the Callback Default Entry Point under Channel Settings in Control Hub before use 39. For scheduled callbacks, the administrator must configure an active outdial entry point as the callback entry point in Control Hub, which processes all scheduled callbacks across the organization 42. When the scheduled date and time arrives, a new interaction is generated that executes the flow associated with the Callback Default Entry Point rather than the original scheduling flow 41. Cisco recommends placing a Disconnect activity directly after the Schedule Callback activity so the initial call terminates upon scheduling 40.

Input validations for the Schedule Callback activity require the date to be set from today up to 31 days in advance, the time window to begin at least 30 minutes in the future, the window duration to span between 30 minutes and 8 hours, and the timezone to use a valid IANA name 44. A scheduled callback can target any inbound or outbound telephony queue 38.

When scheduled directly by an agent in Agent Desktop, the callback must be set at least 30 minutes after creation and no more than 31 days out 2. During personal callback scheduling, the agent selects whether the callback routes to any available agent, to themselves, or to another specific agent 18. For campaign calls, callbacks can be scheduled only while actively handling the call or during wrap-up, and they must remain assigned to the campaign queue without an option to select another queue 5.

Call progress analysis and failure handling

The Call Progress Analysis (CPA) activity detects live voices and automated answering machines on callback calls, identifying an attempt as unsuccessful if an answering machine or voicemail is encountered 6. The CPA placement depends on the callback type: it is placed after the Callback activity in the main flow for courtesy callbacks, after NewPhoneContact in the main flow for scheduled or personal scheduled callbacks, and is supported only within the CallbackFailed event handler in the event flow 8. If a post-call survey using the Feedback activity is included in the flow, it does not trigger when the callback connects to an answering machine or voicemail 7.

The CallbackFailed event in the event flow triggers when an attempt fails and serves as the entry point for retry logic 4. Answering machine detection results are output to the reason variable of the CallbackFailed event handler to drive retries 9. For scheduled callbacks, retries occur only if a CallbackFailed event handler is configured in the flow linked to the Callback Default Entry Point 43. Retry intervals are defined using the Wait activity, supporting a minimum interval of 10 seconds and a maximum interval of 72 hours 35. Across a maximum duration of 14 days, the system supports up to 10 retry attempts using the Wait activity 34.

Agent desktop experience

When routed to an agent, a callback appears as an incoming call request popover displaying the Callback label and icon, the customer phone number, the DNIS, the routing queue, and an elapsed-time timer 13. If the administrator enables the End Call feature for Web Callback, the agent contact card displays a Cancel button rather than the Ringing state, allowing the agent to cancel the web callback before the customer answers 47. In Control Hub under Tenant settings > Desktop, administrators configure the telephony RONA timeout, which defaults to 18 seconds and can be adjusted from 1 to 120 seconds 36.

Reporting in Analyzer

Callback metrics are available in Analyzer under Stock Reports > Historical Reports > Callback Reports 26.

Field Documented values or contents
Type of Callback courtesy, scheduled, scheduled_personal, web 33
Source of Callback web, chat, livecall, api, IVR 29
Last Callback Status Success (connected), Not Processed (received by agent but pending processing), Failure (connection not established) 30
Terminated by Agent, Contact, System 31
Failed Callback Retry Count Count of failed retries; drill-down lists Callback ID, Callback Time, Reason 28
Callback Number Number based on ANI or configured workflow number 24
Queue Name Last queue associated with the callback 27
Timing fields Callback Request Time (opt-in time), Callback Connected Time (agent-customer connection time) 32

See also

See also Troubleshooting Webex Contact Center outdial. See also Troubleshooting Webex Contact Center transfers and conferences. See also Webex Contact Center Flow Designer architecture. See also Webex Contact Center queues teams and routing strategies. See also Webex Contact Center voice channel and PSTN options. See also Webex Contact Center Agent Desktop and widgets. See also Webex Contact Center APIs and webhooks. See also Cisco first-party Webex Contact Center repositories. See also Webex Contact Center workforce optimization and recording. See also Webex Connect digital channel flow orchestration. See also Webex Contact Center system limits reference. See also Webex Contact Center RONA and agent state handling. See also Webex Contact Center holiday and emergency routing overrides. See also Pebble template syntax and filters in Flow Designer. See also Webex Contact Center Voice Services Platform and Voice POP. See also Webex Contact Center preview and progressive outbound campaigns. See also Webex Connect Flow Builder node reference. See also Webex Contact Center business hours overrides and holiday lists. See also Webex Contact Center bulk operations imports and export jobs. See also Webex Contact Center digital channel attachment handling.

Applicability

Applies to: Cisco Webex Contact Center. Deployments: multi-tenant. Sources checked 2026-09-30.

What remains uncertain

Callback activity parameters covering dial number selection, queue assignment specifics, static versus variable ANI configuration, and the fallback number used when none is selected are not covered by the sources below. Reconciling single-attempt phrasing with the CallbackFailed retry model is not covered by the sources below. Whether courtesy callbacks are unsupported with capacity-based teams is not covered by the sources below. The complete list of enumerated values for the CallbackFailed reason output variable is not covered by the sources below. The specific caller ID presented to customers on scheduled and personal callbacks is not covered by the sources below. Duplicate callback prevention, including any behavior associated with an Avoid duplicate callback flow template, is not covered by the sources below. The exact scope and meaning of returning unanswered callbacks to the queue are not covered by the sources below. Specific RONA handling and requeue behavior when an agent fails to answer a callback are not covered by the sources below.

See also

Depends on

  • Troubleshooting Webex Contact Center outdial — Scheduled callbacks are processed through an outdial entry point configured as the Callback Default Entry Point; outdial ANI behaviour is shared ground. Target id taken from a sibling directory name seen in git status; not from a recorded relationship.

Related to

Sources

  1. 1
    Callback requests are held by the Webex Contact Center system and the call to the customer is initiated only when an agent is available.
    Manage your calls in Agent Desktop · Callback · Checked 2026-09-30
  2. 2
    An agent-scheduled callback must be set at least 30 minutes after the time the schedule is created and no more than 31 days after it.
    Manage your calls in Agent Desktop · Schedule a callback · Checked 2026-09-30
  3. 3
    The Callback activity has an optional configuration for customising the ANI (caller ID) used during the callback.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Callback · Checked 2026-09-30
  4. 4
    A flow designer can include a CallbackFailed event in the event flow; it is triggered when a callback attempt fails and is the hook for implementing callback retries.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Callback · Checked 2026-09-30
  5. 5
    A campaign callback can be scheduled only while handling the original campaign call or during its wrap-up, and it must use the campaign queue; the agent cannot choose another queue.
    Manage your calls in Agent Desktop · Campaign callback restrictions · Checked 2026-09-30
  6. 6
    The Call Progress Analysis (CPA) activity detects automated answering systems and live voices on callback calls, and a callback attempt that meets an answering machine or voicemail is identified as unsuccessful.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Call Progress Analysis · Checked 2026-09-30
  7. 7
    If a post-call survey (Feedback activity) is configured in the flow, it is not initiated when the callback is answered by an answering machine or voicemail.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Call Progress Analysis · Checked 2026-09-30
  8. 8
    CallProgressAnalysis is placed after the Callback activity in the main flow for courtesy callback, after NewPhoneContact in the main flow for scheduled or personal scheduled callback, and in the event flow is supported only inside the CallbackFailed event handler.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Call Progress Analysis > supported locations · Checked 2026-09-30
  9. 9
    The answering-machine-detection result is captured in the reason output variable of the CallbackFailed event handler, and retries can be configured from that variable.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Call Progress Analysis · Checked 2026-09-30
  10. 10
    When a caller opts for a callback, the Flow Designer Callback activity creates a task in a queue so that an available agent can return the customer's call.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Callback · Checked 2026-09-30
  11. 11
    The Agent Desktop article states that if the customer does not answer the callback call, the call is returned to the queue.
    Manage your calls in Agent Desktop · Callback (sentence following the Web Callback Cancel instruction) · Checked 2026-09-30
  12. 12
    The tenant's default outdial dial number is shown as the customer's caller ID when an agent does not select a specific outdial ANI for an outdial call.
    Set up voice settings for Webex Contact Center · Manage Call Settings · Checked 2026-09-30
  13. 13
    Callback requests are routed to the agent as an incoming call request whose popover shows the Callback label and icon, the customer's phone number, the DNIS, the queue that routed the call and an elapsed-time timer.
    Manage your calls in Agent Desktop · Callback · Checked 2026-09-30
  14. 14
    The system maximum for Maximum time in queue on telephony queues is 86400 seconds (one day).
    System limits in Webex Contact Center · Table 1. Maximum system limits for configuration entities and attributes > Maximum time in queue - telephony · Checked 2026-09-30
  15. 15
    A queue's Maximum time in queue setting is the time after which a contact of any media type is terminated.
    Create queues and configure routing patterns · Maximum time in queue field (queue creation steps) · Checked 2026-09-30
  16. 16
    A flow with no CallbackFailed event handler has no documented mechanism for retrying a failed callback, so a single failed attempt is likely to be the last one.inferred
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Callback · Checked 2026-09-30
  17. 17
    If the Callback activity selects a queue other than the original one, the contact is placed at the end of that queue with no skills and with default priority.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Callback · Checked 2026-09-30
  18. 18
    When scheduling a callback, the agent chooses who takes the return call: any available agent, themselves, or a specific agent.
    Manage your calls in Agent Desktop · Schedule a personal callback · Checked 2026-09-30
  19. 19
    A callback from the customer's preferred agent is possible when the Callback activity follows a QueueToAgent activity in the flow.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Callback · Checked 2026-09-30
  20. 20
    A callback that disappears after a long wait can most plausibly be confirmed as a queue timeout by finding it in the Callback Report with Last Callback Status Failure and Final Reason Queue Timeout, since a queued contact is terminated once the queue's Maximum time in queue elapses.inferred
    Webex Contact Center Analyzer Stock Reports · Callback Report > Final Reason · Checked 2026-09-30
  21. 21
    Scheduled Callback for Outbound Campaigns, in which agents create callback requests during outbound campaigns and the information is passed to the campaign manager, is listed in the release notes under 29 June 2026.
    What's new for administrators in Webex Contact Center · June 29, 2026 > Scheduled Callback for Outbound Campaigns · Checked 2026-09-30
  22. 22
    Personal callback scheduling, which lets an agent schedule a callback with a designated agent (themselves or a member of their buddy team), is listed in the agent release notes under 29 September 2025.
    What's new for agents in Webex Contact Center · September 29, 2025 > Personal callback scheduling for improved continuity and satisfaction · Checked 2026-09-30
  23. 23
    Scheduled Callback for inbound and outdial calls, letting agents arrange callbacks for a specific date and time from the desktop, is listed in the agent release notes under 31 July 2025.
    What's new for agents in Webex Contact Center · July 31, 2025 > Schedule Callback for Inbound and Outdial Calls · Checked 2026-09-30
  24. 24
    The Callback Report's Callback Number field is the number based on the ANI or the number that was configured in a workflow.
    Webex Contact Center Analyzer Stock Reports · Callback Report > Callback Number · Checked 2026-09-30
  25. 25
    The Callback Report's Final Reason field lists these values: NO_ANSWER_FROM_CUSTOMER, CUSTOMER_BUSY, CUSTOMER_UNAVAILABLE, Customer Left, NO_ANSWER_FROM_AGENT, AGENT_ENDS, Agent Left, RONA Timer expired, Queue Timeout, MAX_CALLBACK_RETRY_LIMIT_REACHED, OUTDIAL_FAILED, Unsupported flow activity, Participant Invite Timer expired and SYSTEM_ERROR.
    Webex Contact Center Analyzer Stock Reports · Callback Report > Final Reason · Checked 2026-09-30
  26. 26
    Analyzer provides a Callback Report as a table at Stock Reports > Historical Reports > Callback Reports.
    Webex Contact Center Analyzer Stock Reports · Callback Report > Report Path · Checked 2026-09-30
  27. 27
    The Callback Report's Queue Name field is the name of the last queue that was associated with the callback.
    Webex Contact Center Analyzer Stock Reports · Callback Report > Queue Name · Checked 2026-09-30
  28. 28
    The Callback Report's Failed Callback Retry Count is the number of times a callback retry failed, and its drill-down shows a Callback ID, Callback Time and Reason for each failed retry.
    Webex Contact Center Analyzer Stock Reports · Callback Report > Failed Callback Retry Count (and drill-down) · Checked 2026-09-30
  29. 29
    The Callback Report's Source of Callback field takes the values web, chat, livecall, api or IVR.
    Webex Contact Center Analyzer Stock Reports · Callback Report > Source of Callback · Checked 2026-09-30
  30. 30
    Last Callback Status in the Callback Report is Success when the callback call was connected, Not Processed when an agent has received the request but it is pending processing, and Failure when a callback was attempted but the connection was not established.
    Webex Contact Center Analyzer Stock Reports · Callback Report > Last Callback Status · Checked 2026-09-30
  31. 31
    The Callback Report's Terminated by field takes the values Agent, Contact or System.
    Webex Contact Center Analyzer Stock Reports · Callback Report > Terminated by · Checked 2026-09-30
  32. 32
    In the Callback Report, Callback Request Time is when the customer opted for the callback and Callback Connected Time is when the callback was connected between the agent and the customer.
    Webex Contact Center Analyzer Stock Reports · Callback Report > Callback Request Time; Callback Connected Time · Checked 2026-09-30
  33. 33
    The Callback Report's Type of Callback field takes the values courtesy, scheduled, scheduled_personal or web.
    Webex Contact Center Analyzer Stock Reports · Callback Report > Type of Callback · Checked 2026-09-30
  34. 34
    The system 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 · Callback Activities > Callback · Checked 2026-09-30
  35. 35
    The interval between callback retries is set with the Wait activity, with a minimum of 10 seconds and a maximum of 72 hours.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Callback · Checked 2026-09-30
  36. 36
    The telephony RONA timeout defaults to 18 seconds, is adjustable between 1 and 120 seconds, and is set by an administrator in Control Hub under Tenant settings > Desktop.
    Manage RONA timeouts · RONA timeout table > Telephony · Checked 2026-09-30
  37. 37
    If the callback stays in the original queue, the contact keeps its queue position, skills, priority and contextual data.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Callback · Checked 2026-09-30
  38. 38
    A scheduled callback can be scheduled against any telephony queue, inbound or outbound.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Schedule Callback · Checked 2026-09-30
  39. 39
    The Schedule Callback flow activity requires that the Callback Default Entry Point is configured under Channel Settings in Control Hub beforehand.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Schedule Callback · Checked 2026-09-30
  40. 40
    Cisco recommends placing a Disconnect activity immediately after the Schedule Callback activity so the current call ends properly once the callback is scheduled.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Schedule Callback · Checked 2026-09-30
  41. 41
    When a scheduled callback fires at the requested date and time, a new interaction is created and it follows the flow linked to the Callback Default Entry Point, not the flow in which the callback was scheduled.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Schedule Callback · Checked 2026-09-30
  42. 42
    For scheduled callbacks the administrator must configure an outdial entry point as the callback entry point in Control Hub; that one entry point processes all scheduled callback calls in the organisation, and only active entry points appear in the selection list.
    Manage your calls in Agent Desktop · Schedule a callback > prerequisites · Checked 2026-09-30
  43. 43
    A failed scheduled callback attempt is retried only if a CallbackFailed event handler is configured in the flow linked to the Callback Default Entry Point.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Schedule Callback · Checked 2026-09-30
  44. 44
    The Schedule Callback activity validates its inputs: the date may be from today up to 31 days ahead, the time window must start at least 30 minutes in the future and last between 30 minutes and 8 hours, and the timezone must be a valid IANA name.
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Schedule Callback > input validations · Checked 2026-09-30
  45. 45
    The Callback activity has a Flow Designer self-loop limit of 10.
    System limits in Webex Contact Center · Self-loop limits for Flow Designer activities > Callback · Checked 2026-09-30
  46. 46
    A callback flow that does not use CallProgressAnalysis probably treats a call answered by the customer's voicemail as a connected callback, so it is not reported as failed and no retry is triggered.inferred
    Understand Routing and Queueing in Webex Contact Center · Callback Activities > Call Progress Analysis · Checked 2026-09-30
  47. 47
    If the administrator has enabled the End Call feature for Web Callback, the agent's contact card shows a Cancel button in place of the Ringing status, and the agent can cancel the web callback before the customer answers.
    Manage your calls in Agent Desktop · Callback > Note · Checked 2026-09-30
  48. 48
    Cisco's first-party web callback sample injects a callback into Webex Contact Center by calling the Create Task API, and lists a pre-configured entry point, a queue and a callback flow as prerequisites.
    webex-contact-center-api-samples / callback-samples / callback-sample · callback-samples/callback-sample README · Checked 2026-09-30

Documents

tier 2 current vendor documentation

Create queues and configure routing patterns

Cisco Systems, Inc. (Webex Help Center) · 2026-04-14 · accessed 2026-09-04

tier 2 current vendor documentation

Manage RONA timeouts

Cisco Systems, Inc. (Webex Help Center) · 2024-09-08 · accessed 2026-09-04

tier 2 current vendor documentation

Manage your calls in Agent Desktop

Cisco Systems, Inc. (Webex Help Center) · 2026-08-20 · accessed 2026-09-05

tier 2 current vendor documentation

Set up voice settings for Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-06-10 · accessed 2026-09-04

tier 2 current vendor documentation

System limits in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-08-18 · accessed 2026-09-05

tier 2 current vendor documentation

Understand Routing and Queueing in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-07-07 · accessed 2026-09-04

tier 2 current vendor documentation

Webex Contact Center Analyzer Stock Reports

Cisco Systems (help.webex.com) · 2026-06-19 · accessed 2026-09-22

tier 2 current vendor documentation

What's new for administrators in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-05

tier 2 current vendor documentation

What's new for agents in Webex Contact Center

Cisco · 2025-10-29 · accessed 2026-09-24

tier 3 vendor-maintained repositories

webex-contact-center-api-samples / callback-samples / callback-sample

WebexSamples (Cisco) · accessed 2026-09-25

Cite this page

APA

WarmTransfer. (2026, September 30). Troubleshooting Webex Contact Center callbacks. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-callback-troubleshooting

BibTeX

@misc{warmtransfer-wxcc-callback-troubleshooting,
  title  = {Troubleshooting Webex Contact Center callbacks},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-callback-troubleshooting},
  note   = {Verified 2026-09-30}
}