Web Service Integration — Abandoned Call Callback

Configures a Web Service Integration Profile that automatically requests a callback for callers who abandon the queue.

Automates a callback for callers who abandon a call while waiting in queue for at least a defined period of time, by triggering the Callback API from a Web Service Integration Profile.

📘
Interim Solution
This is an interim configuration pattern. Usage of this pattern will be monitored, and a more streamlined experience is planned as usage increases.

Prerequisites

A bearer token is required to authenticate the callback request. See API Service Users to create or locate a Service User and its token.

Configuring the Web Service Integration Profile

Navigate to Web Service Integration and create a new profile
Name the profile (e.g., Callback on Abandoned when 5min+)
Set the Target URL to the CCaaS hostname Callback API endpoint:
```
https://<hostname>.xima.cloud/rest/api/v1/callback
```
Configure Triggering Call Criteria:

Field	Recommended Value
Call Event Type	`Queue`
Skill	The skill group(s) the call should be queued within to trigger the callback.
Call Direction	`Inbound`
Call does not include all events	`Talking`
Call Event Duration	The minimum queue duration required to qualify — e.g., `> 0:05:00` to exclude callers who waited less than 5 minutes.
Is Call Abandoned	`True`

Set HTTP Method to POST
Configure HTTP Parameters:

Header Name	Value
Authorization	`Bearer <api_bearer_token>` (include a space after `Bearer`).
Content-Type	`application/json`

Configure Form Parameters:

Parameter Name	Parameter Value
skill	`<Group/Skill>`, or a manually entered skill name to send the callback to a different skill than the one the call abandoned in.
callbackNumber	`<External Number>`

Set Triggering Event to Call is Complete
Click Save

✅
Best Practices
Use a dedicated skill for automated callbacks — Keeps reporting separate from in-queue requested callbacks, and allows a distinct callback greeting for customers who did not request the callback themselves. Priority and agent attendance should match the originating skill.
Use the Reserve Agent callback strategy — Since these callers already abandoned the queue once, connecting them immediately upon accepting the callback provides a better experience than re-entering a queue under the Wait in Queue strategy.