Avaya Oceana® provides the ability to traverse self-service a second time after an agent answers. The agent does a single-step CTI transfer of the callback to Experience Portal Self-Service Application, passing the context of the original call in the UUI. The logic of the application does not detect the call as a brand new inbound call and reuses the context of the current call. The application skips the Customer ID&V prompt and requests the routing service.

The Customer Management step is also omitted because the customer is already known. Any adjustments to the routing service or any other customer context are made in Oceana Core Data Service (OCDS) and the call is presented to a suitable agent. To tag this call, the application uses a T identifier to distinguish it from regular inbound calls, and the workflow includes the bespoke logic to cancel the original workflow based on this tag.