Callback

A callback is an outbound service task. It is initiated whenever the following rules apply:

A workflow structure is configured in the way that the wait time for the customer is exceeded. This can be configured in a flexible manner, e.g. by wait time exceed, IVR or special cases when the Service is busy.
You can include a callback task basically anywhere when defining your workflow structures.
The API can generate callback tasks (e.g when triggered by external CRM systems) → Also see Use Case: Manage Callbacks
Via the Frontend a Supervisor can assign a callback to a specific service → See Use Case: Supervisor initiates Callback from Lost Task Widget

Callback task are handled and individually configured as part of your workflow instance within WebConfigurator -> Workflow Instances Inbound:

WebConfigurator - Callback Workflow Instance

In all cases the customer can end the call and wait until an Agent is handling the callback task.

Callback State Logic

Callback tasks are quite diverse in their possible configuration. We'll therefore try to explain the concept with an example:

Callback status and involved variables

A Callback exists of several states. A task is always generated with a set of parameters. Both elements are explained via the table below:

State	Relevant Parameters	What is happening
Task Creation (Prerequisite)	Request Parameters	The Callback Request is created with the following request properties. Provided in Service Configuration and part of it for every request individually in CreateCallbackRequest activity, Lost Task Widget or in the API when the task is created.
Pending	Duedatetime Use Opening Hours Box Callback Category	The task is put into the queue when the Duedatetime is reached. If a Callback Task is due but Service is "Closed" according to Opening Hours Callback Category: If a calendar entry in the future with "callback" category was found, the due date is changed based on the upcoming "callback" calendar entry start date (date for the next time when callback category is set). If no calendar entry in the future with "callback" category was found, the task is rescheduled for 1h. After 1h the system checks again if the Service is "Closed" and follows the same logic as described above.
In Queue	MaxQueueTime	The handling of the task is now assigned to agents based on the Trait- and Distribution Policy settings. When the task has exceeded the MaxQueueTime it is removed from the system. If the Calendar Category is used to define «Opening Hours» for Callback, the MaxQueueTime time is stopped when the service is “closed” for callbacks and will continue to run when the service is “open” for callbacks again.
Preview	PreviewTime RONA TimeOut	Note: In Reporting the following block is referred to as "Processing" The task has been distributed to an agent, which has a preview time set to inspect conversation context and / or customer information. If the agent is not responding to the task (no call accept) he receives the RONA state and the task goes back to the queue and stays at the same queue position. The Agent does not accept the task and gets the RONA state when he doesn’t react whenvhe receives instant message or when he receives dialout audio call and the task is sent back to the queue. ignores the instant message in a first step or ignores the dialout audio call to the target. choose “do not disturb” option when he receives the instant message in a first step or when he receives the dialout audio call to the target. closes the Skype conversation IM or AV window during preview or during dialout. Additional Rules for Dialout The MaxDialoutTime, the number of retries and the DialoutRescheduleTime can be defined out for each outgoing retry is handled is defined by MaximumDialoutRetries, DialoutRescheduleTime and the MaxDialoutTime. When the maximum of dialout retries is reached the task is removed. This is to prevent endless task looks in cases where the customer never picks up or the dialout number is wrong. It is recommended to keep the TimeGap small (e.g. 10 min) because the Agent is blocked for any other tasks in this time.
Dialout	MaximumDialoutRetries DialoutRescheduleTime MaxDialoutTime
Connected	None	The call is established. This state time is recorded for reporting and KPI purposes.
Terminated	None	The callback task has ended and is removed from the system.

Configuration of Callback Tasks

Callback tasks are quite diverse in their possible configuration. We'll therefore try to explain the concept with an example:

In the "Private Customer Care" Service (PCS) configuration:

Your Service is configured as inbound / outbound direction type as part of the → Call Distribution Policy
Max Dialout Timeout property is set to 20 seconds
Preview Time is set to 10 sec
Max Queue Time is set to 1 hour
RONA Timeout is set to 20 sec → RONA State
Use Opening Hours Callback Category is set to 'true'.
Requires opening hours are to be configured either as internal definition or via shared calendar mailbox. Opening hours from either source can then be assigned via the → General Service Settings

WebConfigurator - Callback Page

The Callback Request is created with the following request properties (Provided in 'CreateCallbackRequest' call activity, the Lost Task Widget / Callback Tasks Widget or in the API when the task is created)

MaxDialoutRetries property is set to 3
DialoutRescheduleTime is set to 30 minutes
Priority is set to 'Strict'

Callback Parameters

The following callback parameters can be configured. Entries marked with "Service" in the table below are available within WebConfigurator UI.

Parameter	Current Place Of Configuration	Description
DueDateTime	CallbackActivity LostTask Widget LUCS API	The planned date and time of the Callback task to be added to the Queue.
MaxQueueTime [HH:MM:SS] 00:00:01 to 48:00:00	Service	Period of time the task stays in queue until it is removed from the system. If the Calendar Category is used to define «Opening Hours» for Callback, the queue time is stopped when the service is “closed” for callbacks and will continue to run when the service is “open” for callbacks again.
PreviewTime [MM:SS]	Service	Period of time (in seconds) between the agent accepts the instant message and the Dialout to the target number is initiated.
RonaTimeout [MM:SS]	Service	Period of time when an agent has to accept a call toast. This logic is applied for each unsuccessfull task assignment* when the agent doesn’t accept the task. If the time is exceeded, the agent becomes not selectable and his state changes to RONA.
MaxDialoutRetries [#]	CallbackActivity LostTask Widget LUCS API	Number of times a failed dialout attempt is repeated until the task is removed from the system.
MaxDialoutTime [MM:SS]	Service	Period of time (in seconds) when the system tries to reach a customer until the dialout is considered as failed. After this time the MaxRetries counter is increased by 1.
DialoutRescheduleTime [HH:MM:SS]	CallbackActivity LostTask Widget LUCS API	The task will be reset to pending state and will only be added to queue again after the defined TimeGapBetweenRetries time is expired. Rescheduling of a task occurs only until the MaxRetries counter is reached.
Use Opening Hours Box Callback Category	Service	Checkbox which allows to enable/disable calendar category functionality. If a service do not has an opening hours box assigned, the system creates a callback and tries to solve it. If a service has an opening hours box assigned and: ‘Use Opening Hours Box Callback Category’ is activated and ‘Callback Category’ is set, the system creates a callback, puts it to a queue and tries to reach a customer. ‘Callback Category’ is not set or ‘Use Opening Hours Box Callback Category’ is not activated, the system creates a callback, but does not put it to a queue. The system checks the callback and postpones it if nothing changed. The time of living of the callback is limited by MaxQueueTime. ‘Use Opening Hours Box Callback Category’ Checkbox is disabled if Opening Hours Box is not configured. By default the checkbox is deselected.
Callback Closed Reschedule Time [1h]	Hardcoded	If a Callback Task is due but Service is "Closed" according to Opening Hours Callback Category, the task is rescheduled for 1h. The task will be reset to pending state and will be added to queue again after this time is over.
Schedule Callback Task From Incoming Service (Check Box)	Service	Allows configuring services in the way that for a call transferred to another service a callback task can be created on behalf of initial or the last service name. Set option to ‘true’ to create a callback task on behalf of initial service name. Set option to ‘false’ to create a callback task on behalf of last service name. By default the checkbox is deselected.
Impersonate as SIP-URI of Incoming Service (Check Box)	Service	Set option to ‘true’ to show a customer a task on behalf of initial service name but connect with an agent from a service that was the last that recived a call. Set option to ‘false’ to show a customer a task on behalf of a service that was the last that recived a call and also connect with an agent from this service. By default the checkbox is deselected.

Use Cases related to 'Callback'

Title	_UCID
Supervisor initiates Callback from Lost Task Widget	_{UC LUCS Application 023}
Callback Request Workflow	_{UC LUCS Application 024}
Manage Callbacks	_{UC LUCS API 003}