Personal Callbacks must be enabled in the Logger A's registry. The campaign must also be configured to use Personal Callbacks (first page on Campaign config)

The Agent must also be a member of a skill Group which is included in the Enterprise Skill Group used in the Personal Callback ICM Routing Script.

An example script is outlined below.

The simpliest way to achive this is to create to:

• Create a Dedicated Personal Callback Skill Group and its assoicated Skill Group Route.
• Create a Enterprise Skill which contains the Personal Callback Skill group created in Step 1
• Create a Enterprise Route which contains the Personal Callback Skill Group Route created in step 1

All agents which partake in Outbound Campaign need to be included in this Personal Callback skill Group (or all agents which partake in Campaigns which are configured to use Personal Callback).

Example Personal CallBack ICM Script