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Callback Queue Is Routing To VCC Channel Number
8x8 Support

Callback Queue Is Routing To VCC Channel Number

Symptom

The Callback queue is routing back to the originating VCC Channel Number.

Applies To

Virtual Contact Center (VCC) Callback Queue.

Resolution

Add a GetValue object above the callback function to collect the desired callback number.

Cause

A callback IVR object cannot be used on its own. It has be used with GetValue object for the caller to manually enter the desired callback number.

Additional Information

Not utilizing the GetValue will cause VCC to use the caller ID of the caller. This can cause the system to intermittently insert the originating Channel Number as the callback number.

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