Learn how an Agent Priority call travels through the VHT Callback system.

• QueueManager initiates the outbound interaction, and sends the call information to RabbitMQ. RabbitMQ sends the call information to Interaction Service that a callback is initiated.
• QueueManager launches the callback to OCC.
• OCC responds to QueueManager with the IVG endpoint used for the call.
• QueueManager send the IVG endpoint to RabbitMQ. RabbitMQ sends the IVG information to Interaction Service.
• OCC initiates the callback in CCIS.
• CCIS sends the SessionID from VIS to QueueManager through ModifyInteraction.
• QueueManager sends the SessionID to RabbitMQ. RabbitMQ sends the SessionID to Interaction Service.
• - 10. The agent answers the agent leg of the call, and the agent connected event is sent to QueueManager.
• When the agent is connected, QueueManager sends a message to RabbitMQ. RabbitMQ send the message to Interaction Service.
• Interaction Service sends a message to RabbitMQ with the SessionID and IVG endpoint. RabbitMQ sends the message to the Agent Priority application.
• Agent Priority sends the Agent Answered event to CCIS.
• CCIS executes the Play Application to VIS to execute the Agent Priority voice prompts to the agent.
• The agent enters the DTMF to exit the Agent Preview OR the agent preview timeout expires, and the outbound call is launched to the client.
• CCIS initiates the outbound call to the client.
• - 18. The client answers and is prompted to accept the callback and connect to an agent.
• - 20. The client call is connected to the agent.