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T
Partner
TCSDIRZCC
Partner
July 21, 2025
Question

ZCX: Queue Callback Questions

  • July 21, 2025
  • 2 replies
  • 6 views

Can we restrict queue call back so that only specific agents can receive those calls?  If so, how?

And can we set the outbound caller ID when the system initiates the call back? In my use case, customer would like it based on inbound DNIS for the queue. 

2 replies

D
Newcomer
Dilip_C
Newcomer
July 25, 2025

Not sure if there is a way to restrict to specific agent to receive the 'callback' call.
For the CallerID, there are a few options, when you configure the callback, the default option seems to match your requirement:

Callback Settings

Callback Caller ID Number
Use number from flow entry point (Default) 
 
 
D
Newcomer
Dilip_C
Newcomer
July 25, 2025
  • Not sure if there is a way to restrict to specific agent to receive the 'callback' call.
  • For the CallerID, there are a few options, when you configure the callback, the default option seems to match your requirement:
Callback Settings 
Callback Caller ID NumberUse number from flow entry point (Default)
 Use default outbound caller ID number
 Use queue outbound caller ID number
 Use automatic caller ID matching @
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