Configure callback routing

Configure callback requests to route them to the external CCaaS providers using Callback Actions API.

About this task

To send callback requests to the external CCaaS providers, you have to define routing rules in the Callback routing configuration table. While defining it, you can control when to apply routing, which group it is going to affect, and what subflow to use to process the outbound request.

Before you begin

Ensure that you have copied the External Callback Operations template in Subflows. To learn more, see Copy subflow template for callback routing.

Role required: admin

Procedure

1. Navigate to All > sys_cs_callback_routing_config.LIST.
2. On the Callback routing configuration table, select New and fill in the details.

   Table 1. Callback routing configuration form

   Fields	Descriptions
   Source Table	Table from which the callback request originates. For example: Portal Engagement center module Embeddable core module
   Source ID	Specific record in the source table, the routing configuration applies to.
   Apply to groups	Groups for which the routing configuration is applied.
   Order	Determines the sequence in which the routing rules are evaluated.
   Third Party Subflow ID	The external callback operations template that you've copied in Subflows to integrate with third-party CCaaS providers.

3. Select Submit.