With service cloud voice the OOB callback option system pushes the callbacks to the available agent on priority before the normal calls , our requirement is to let agent control when they want to initiate/act on a callback request rather then the system pushing the callback request to the agent as soon as they become available. is this configurable OOB in SCV or we need some to implement some custom solution . Has anyone implemented a custom callback solution would be curious to hear the challenges faced. #DSOfficeHours #Service Cloud #SCV
@Deepak pal I would say instead of setting up the flow to "Transfer to Callback Queue" is to transfer to a standard queue which holds callbacks to avoid the automation to actually callback. Let me know if that makes sense. Just a theory and haven't tested. Set up queued callback by creating flows, queues, and routing profiles - Amazon Connect
