Callback Offered to Agent Showing Phone Number Containing EXTERNALwebcallback

Symptom

Agent is offered a callback where the phone number has the following format:

12345123451-tenantname-EXTERNALwebcallback-12345123451-tenantname-EXTERNALwebcallback-44123123123

Applies To

• 8x8 Contact Center Scripts
• Callback setup

Resolution

1. Log in to Configuration Manager.
2. Navigate to the Script assigned to the Contact Center Channel number that called the agent.
3. Verify that the Dial plan assigned to the Callback object isn't blocking the number.

Cause

44123123123 is blocked by the Dial plan used on the Callback function in your script.

Additional Information

For more information on how to set up a Callback option in your script, see Creating a Callback Option in 8x8 Contact Center.