(tick) This action is started from within a lost task

Any Supervisor may create a new callback tasks for lost calls within the ‘Lost Tasks’ widget. 

Initiate CallBack Task

To initiate a callback task, perform the following steps: 

  1. Select a service in the ‘Lost Tasks’ widget

  2. Click  to expand a list of lost calls.
  3. Click the initiate callback task button   in the ‘Action’ column 

When the ‘Initiate Callback Task’ button is clicked, the ‘Initiate Callback Task’ pop-up appears:

‘Initiate CallBack Task’ pop-up

The ‘Initiate CallBack Task’ pop-up contains the following controls:

Control Name



Service on behalf of which a callback gets created.

Dropdown shows:

  • Services that are active for outbound tasks → Call Distribution Policy
  • Services with an active trait selection that allow to execute callback tasks
  • Services where the Supervisor has the rights to manage callback tasks


Customer’s valid SIP address or a valid phone number.

Due Date

Either / Or:

  • Immediately:  callback starts immediately
  • Date, time to schedule the callback.

Maximum Retries

Sets how many times a failed dialout is repeated until the task is cancelled.

Timegap between Retries

Sets the time delay to dialout again after a failed attempt.


Sets the priority of the task.


A comment which will be displayed to the agent who accepts the Dialout.

Warning message for scheduled callback tasks 

When submitting a new callback task, a warning message and list of existing callback tasks may appear. This happens if the system finds any callback tasks for the same target and service already scheduled.

In this case a Supervisor has the following options:

  • ‘Submit’ button:  A new callback task will be created anyways.
  • ‘Cancel’ button:  A new callback task will not be created.
  • Select tasks from the list and press ‘Submit’ button:  A new callback task will be created and any selected tasks will be removed (replaced with the new one).