1

Set the EWT threshold and retry parameters.

In Application Center Administration, go to Contact Center > Callback.

Type a value in the Minimum EWT and Maximum EWT fields.

In Callback Attempt/Delivery, type a value in the Minimum number of callback attempts, Next attempt after no answer, and Next attempt when busy fields.

For more information on Application Center Administration, see Administering Avaya Experience Platform™ Public Cloud.

2

Create a self-service flow to offer a callback to the customer.

In Automation, create or modify a self-service flow to handle the callback offer. Select Self-Service Application for the self-service flow type.

Alternatively, you can use the default self- service flow: OneCloud Callback Offer Self Service.

You can use the Add Defaults option to update the list of default self-service flows if you do not see the default self-service flows that you are looking for in the list. The Add Defaults option updates the list of the default self-service flows with the current list of the default self-service flows.

3

If you create a flow to offer a callback, ensure that seven variables are available in the self-service flow.

In Automation, ensure the self-service flow contains seven variables with the following properties:

• Name: ContactNumber

  Scope: Not set

  Type: String

• Name: EWT

  Scope: Not set

  Type: Number

• Name: CalledNumber

  Scope: Input

  Type: String

• Name: CallingNumber

  Scope: Input

  Type: String

• Name: queues

  Scope: Input

  Type: Array, read only. This variable exists as default.

• Name: attributeList

  Scope: Input

  Type: Array, read only. This variable exists as default.

• Name: agentMatching

  Scope: Private

  Type: Array, read only. This variable exists as default.

The read-only variables "queues" and "attributeList" have the scope input and are available as input variables for all self-service flows.

The input type variables receive values from Orchestration.

If you use OneCloud Callback Offer Self Service, you do not need to complete checks 3 and 5.

4

If you create a flow to offer a callback, add the required tasks to the self-service flow.

In Automation, use the following tasks to create the flow for offering callback:

• Offer Callback?

• Input tasks

• Operations

• Create Callback

Use these tasks in the self-service flow to provide the callback to the customer.

Use the variables you created previously in the properties of the tasks.

You can add multiple input tasks to interact with the customer to offer a callback.

See OneCloud Callback Offer Self Service as an example of the self-service flow design for callback.

5

Create or update a workflow to offer a callback to the customer.

In Orchestration, add a second Start Automation task between the first Start Automation and Connect Agent tasks to offer a callback to the customer before the call is queued.

Connect the second Start Automation task to the OneCloud Callback Offer Self Service flow.

You can create a copy of the Onecloud Voice default flow and use it as the basis for the flow. You cannot modify default workflows in Orchestration.

6

Configure the second Start Automation task to create a flow to offer a callback.

In Orchestration, click the second Start Automation task. In the task properties, configure the following:

• In Self Service Flows, select the self-service flow you created in Automation.

• In Input Variables, in CallingNumber, click and click Cache Variables > startEvent > callingNumber.

  The variable is displayed as the following:

  cache.startEvent.callingNumber

• In Input Variables, in CalledNumber, click and click Cache Variables > startEvent > dialledNumber.

  The variable is displayed as the following:

  cache.startEvent.dialledNumber

• In Input Variables, in queues, click and click Cache Variables > serviceAttributes > queues.

  The variable is displayed as the following:

  cache.serviceAttributes.queues

• In Input Variables, in attributeList, click and click Cache Variables > serviceAttributes > attributeList.

  The variable is displayed as the following:

  cache.startEvent.attributeList

7

If you create a flow to deliver a callback, ensure that four variables are available in the self-service flow.

In Automation, ensure the self-service flow contains four variables with the following properties:

• Name: CallbackId

  Scope: Input

  Type: String

• Name: queues

  Scope: Input

  Type: Array

• Name: attributeList

  Scope: Input

  Type: Array

• Name: agentMatching

  Scope: Private

  Type: String

The read-only variables "queues" and "attributeList" have the scope input and are available as input variables for all self-service flows.

The input type variables receive values from Orchestration.

8

If you create a flow to deliver a callback, add the required tasks to the self-service flow.

In Automation, use the following tasks to create the flow for delivering callback:

• Input tasks

• Confirm Callback

See OneCloud Confirm Callback Self Service as an example of the self-service flow design for delivering callback.

9

Configure the Start Task and Start Automation tasks to create a flow to deliver a callback.