Tier-1 Callback Flag

**Story**
Enable Tier-1 to flag particular students and place them in a new queue for Ministry call-back

When speaking about Call Backs it needs to be noted that every Wednesday from 9am-1pm (all day during peak) SST phone lines are closed so Tier 1 cannot transfer. On these days Tier 1 set up call backs for important calls using the Call Command page in SFAS. When they are not able to set up a call back via SFAS they will utilize the paper call back method.

Please list the types of calls get routed through one of the alternate paths (not transferred to SST)? For example: no SIN, International phone number?
• Any International (outside of Canada/USA) call is sent to SST via paper call back.
• During the Wednesday closure if the caller does not have an account with us or does not have a SIN on file a paper call back is required
• We will use the paper call back route as a fall back option when technical issue occur (SST phones are down, SFAS is down, etc)

How many callback requests are sent via email using the template form? On average per week or day?
• December 1 – December 23: 16 paper calls backs
• November: 37 paper call backs
• June: 30 paper call backs
How many callback requests are logged into SFAS? On average per week or day? This is very much dependent on time of year. Below are total # of calls back set up in SFAS from June- August.
• August: 184
• July: 326
• June: 71

Start by clarifying the Tier-1 flag, callback queue, alternate routing rules, and whether the Call Command page in SFAS is in scope. Confirm the expected workflow and acceptance criteria before locating the relevant callback entry points; done means the agreed routing paths and queue behavior are implemented and verifiable.

Written by the indexing model from the issue text.