Initiate Callback
| Description | Schedules an outbound callback to the customer instead of keeping them waiting in queue. 💡Note: This activity is terminal: the inbound call ends as soon as the activity is reached, and the callback then runs independently as an outbound task. |
||||||
| Required Predecessor | Accept | ||||||
| License |
|
||||||
| Modalities | Audio / Video | Instant Messaging | External Task | ||||
Audio/Video
| Configurable Properties | Description |
|---|---|
| Destination | The phone number or UPN to call back. Parameter-overridable — the editor offers system/caller parameters (e.g. Call Id, Caller Id, Customer.Upn, Customer.PrimaryTelNumber) in the dropdown. |
| Reference ID | An optional, customer-supplied reference used to correlate the inbound call and the resulting callback, e.g. for reporting or CRM purposes. Shown in Session Details on the callback session. |
| Max Attempts |
Defines how many times Nimbus retries the dial-out.
|
| Attempt Timeout |
Specifies the time between retry attempts.
|
| RONA Timeout |
Time Nimbus rings the agent for the callback before treating it as RONA.
💡Capped at 30 seconds: the callback rings the agent via a fresh 1:1 outbound Teams call, which Microsoft ends at ~30s on no-answer with no override available. This ceiling is specific to this activity, other outbound/inbound RONA fields are unaffected. |
| Custom Call Context | Optional metadata (e.g. CRM ID, reason, language) carried along with the callback. |
| Keep Queue Position |
|
| Max Queue Time | ✅ Only relevant when Keep Queue Position is disabled. Caps how long the callback may wait in queue. |
| Alternative Distribution Priority |
✅ Only relevant when Keep Queue Position is disabled. An alternative distribution priority to apply to the callback task.
|
Limitations
- The activity is terminal for the inbound leg: the customer call ends as soon as the activity is reached. There is no exit path to continue the workflow after scheduling the callback.
- Due to a Microsoft Teams limitation on unanswered 1:1 outbound calls, RONA Timeout is capped at 30 seconds for this activity. Other outbound/inbound RONA settings are not affected by this cap.
- Blind or safe User Transfer on a live callback session is not yet redirected to the outbound leg (consultation-to-user and transfer-to-service are already supported).