Solution overview

In this solution, we will implement a callback flow that can be used for all of our departments. We are going to start by editing the flow called Sample interruptible queue flow with callback. To make the flow more effective from a customer standpoint, we will automatically capture the phone number from the Connect instance. This change will allow customers to accept the number that we have captured to move on, rather than entering their number and then verifying. We will begin this process in the next section.

Before we get started on that, let's cover some callback basics so that you understand how callbacks work in depth. When a caller asks to have a callback, their information is appended to the queue that is currently assigned. When the next agent is available, this person is then called back by Connect automatically and routed to an agent.

A few critical items need to be kept in mind with callbacks. Firstly, if, for some reason, there are no agents...