After a manual callback media event has been created, it is distributed to the selected agent within the selected ACD group.
When the callback is initiated, the "Caller ID" field is not populated and the "Service Number" field is set to "Default". The reason that the "Caller ID" field is not filled is that this field is only automatically filled by the system if the event resulted from an inbound call and was created, for example, by an ACD group rule or an IVR routing application.
Before initiating the callback in a manually created callback media event, an outbound call identifier must therefore be selected in advance in the "Service number" field. For example, an ACD group for which the call identifier is configured for outgoing telephony can be selected.