Skip to main content
Callback Queue Is Routing to Virtual Contact Center Channel Number
8x8 Support

Callback Queue Is Routing to Virtual Contact Center Channel Number

Symptom

The Callback queue is routing back to the originating Virtual Contact Center (VCC) Channel Number.

Applies To

  • Virtual Contact Center
  • 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 been 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 inserts the originating Channel Number as the callback number.

  • Was this article helpful?