> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/building-your-callflow/callback-journeys.md).

# Callback journeys

Design callback journeys across IVR, Dialogue Studio, Campaign Dialer, phone-number validation, and queue behavior.

Use a callback journey when a caller should leave a phone number and be called back when an agent becomes available. A callback journey spans callflow design, callback number handling, and Campaign Dialer processing.

{% hint style="info" %}
Callback and Campaign Dialer behavior applies to Dialogue Cloud Neo (Connect). Dialers are not available for Dialogue Cloud Neo (Unify).
{% endhint %}

## Choose where callback starts

| Starting point                    | Use it when                                                                                                                                                                            |
| --------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **IVR Callback action**           | The caller should be offered callback from a SharePoint-backed IVR question, queue path, or system message such as Welcome Message, Message Closed, Message Overflow, or Message Busy. |
| **Dialogue Studio Callback node** | The incoming Dialogue Studio flow decides that the caller should leave contact information and be called back for a selected skill.                                                    |
| **Campaign Dialer call list**     | The customer or operations team already has outbound records that should be processed as campaign or callback records.                                                                 |

## Design the caller path

Before enabling callback, decide:

1. Which skill owns the callback request.
2. Which prompt asks for or confirms the caller's phone number.
3. Which fallback path is used when the caller does not enter a valid number.
4. Whether callback requests should share a skill with a large campaign or use separate priority, ordering, skills, or automation.
5. Which phone-number validation and normalization settings apply.

Callback requests are written to the Campaign Dialer call list and processed through queueing behavior. If a large campaign is already queued, later callback requests can be delayed unless the design keeps callback handling distinct.

## Configure queued callback

Use queued callback when a caller should be able to leave a phone number, disconnect, and retain their position in the queue. When the caller reaches the front of the queue, the platform hunts an agent with the required skill. After the agent answers and hears a dial tone, the platform calls the customer.

Before you begin:

* Configure and test regular Callback.
* Confirm that Campaign Dialer is licensed, configured, and running.

To offer queued callback from the IVR:

1. Open the **IVR Questions** list in SharePoint.
2. Add or edit an eligible item.
3. Set **Action** to `QueuedCallBack`.
4. Save the item and test the caller path.

The `QueuedCallBack` action is available on these IVR Questions items:

* **Welcome Message**
* **Message Closed**
* **Message Overflow**
* Any question created in **Queue: 2 - Question Queue**
* **Message Busy**

If the customer declines the outbound call, the platform schedules a regular callback. That callback does not retain the original queue position. If the call reaches voicemail, or the agent wants the platform to retry for another reason, the agent can press `*` to schedule the retry as a regular callback.

### Dialogue Studio Queued Callback

Place the **Queued Callback** action in the **Incoming** phase. Select the **Skill** for the queued callback in the action configuration.

Do not place this action in the Enqueue phase simply because its name includes “queued.” The [Enqueue Phase](/contact-center-configuration/building-your-callflow/via-dialogue-studio/enqueue.md) describes downstream queue behavior after the action, not where the caller requests it.

Keep the selected skill and queued-callback IVR aligned with the journey above. The Connect applicability and regular-callback prerequisites still apply.

## Phone-number handling

Review these settings when callback phone numbers are entered or detected:

| Setting                                  | Purpose                                                                                                                       |
| ---------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------- |
| `CallbackDefaultRegion`                  | Defines the default country or region used when the caller enters a callback phone number.                                    |
| `EnableCallbackPhoneNumberValidation`    | Attempts to validate and correct the callback number to E.164 format.                                                         |
| `EnableCallbackPhoneNumberNormalization` | Enables Microsoft dial-plan phone-number normalization before the outbound callback number is sent to Microsoft Phone System. |

Do not treat callback phone-number handling as the same setting as WebAgent contact-list parsing, CRM Service phone-number recognition, or CTI plugin URL formatting. For the broader comparison, see **Phone-number formatting and normalization**.

{% content-ref url="/spaces/iTek8gfJMjuAJhfqvtuU/pages/SVfbm8qnN8jL96ZNBHiv" %}
[Phone-number formatting and normalization](/channels-integrations/setting-up-integrations/phone-number-formatting-and-normalization.md)
{% endcontent-ref %}

## Validation

After configuring a callback journey:

1. Test the IVR or Dialogue Studio branch that offers callback.
2. Enter a valid number and confirm that the callback request reaches the expected skill.
3. Enter an invalid number and confirm that the fallback or retry behavior is acceptable.
4. Confirm that Campaign Dialer processes the callback with the expected priority, schedule, and retry behavior.
5. Confirm that the agent and customer hear the intended prompts.

## Related topics

Go to **Configure the Dialogue Cloud IVR** for IVR actions and Message Busy skill dependency.

{% content-ref url="/pages/zNzwN8TGn31nyCQ4fjl1" %}
[Configure IVR](/contact-center-configuration/building-your-callflow/configure-ivr.md)
{% endcontent-ref %}

Go to **Dialogue Studio core nodes** for the Callback node.

{% content-ref url="/pages/8yQ45O2XttelAa6G6IVv" %}
[Dialogue Studio core nodes](/contact-center-configuration/building-your-callflow/via-dialogue-studio/core-nodes.md)
{% endcontent-ref %}

Go to **Campaign Dialer** for call-list processing, retry behavior, and agent-ready callback settings.

{% content-ref url="/pages/HB0STNvbEOd4HkYqJ69e" %}
[Configure the Campaign Dialer](/contact-center-configuration/manage-outbound-dialing/campaign-dialer.md)
{% endcontent-ref %}


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