You can configure Immediate Callback - Customer First (IC-CF) with default self-service flows. You can edit the default self-service flows for IC-CF to suit your business requirements.

OneCloud Callback Offer Self Service

Use OneCloud Callback Offer Self Service to offer a customer a callback. The default self-service flow uses Expected Wait Time and associated timetable to validate the hours of operation. If the customer is eligible, the self-service flow offers the customer a callback. The self-service flow asks the customer for the phone number on which they prefer to receive the callback and saves the number for the callback delivery phase. The self-service flow contains the variables to create a callback.

OneCloud Confirm Callback Self Service

Use OneCloud Callback Offer Self Service to initiate the callback to the customer using the configuration you set in Application Center Administration. If the customer accepts the call, the self-service flow puts the customer in the queue for an agent. If the customer does not accept the call, the callback is canceled. If an error or timeout occurs with the callback, OneCloud Callback Offer Self Service reschedules the callback.