American Airlines customization is to "transfer the callback" even when the customer does not enter any input or reached max invalid attempts in "hail menu" and "more time menu". This feature introduces a new segment variable DEFAULT_CALLBACK_TRANSFER (In callback UI it is available under section Configuration > Segments > VXML Interaction Server (VIS) > Default Callback Transfer) . Default value for this variable is "None" and available vales are "first"/"last".

• When DEFAULT_CALLBACK_TRANSFER is set to "first" then the first callback attempt will be transferred to agent on no input/no match instead of disconnecting. And the call will be fated as success.

• When DEFAULT_CALLBACK_TRANSFER is set to "last" then the last callback attempt will be transferred to agent on no input/no match instead of disconnecting. And the call will be fated as success.

In both cases I.e. when the callback is transferred "VH_DEFAULT_CALLBACK_TRANSFER=TRUE" KVP is added to the call.VIS changes branch is - VXML-IVR

Callback changes branch is - PremCallback