Initiate CallBack Task

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:

Select a service in the ‘Lost Tasks’ widget
Click to expand a list of lost calls.
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	Description
Service	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
Target	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.
Priority	Sets the priority of the task.
Comments	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).