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. 
    (lightbulb)  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) → (info) Also refer to the following Use Case: Manage Callbacks
  • Via the Frontend or Dashboards (e.g. Lost Call / Callback widgets) a Supervisor can assign and schedule a Callback to a specific service → Related Use Case: Supervisor initiates Callback from Lost Task Widget  

WebConfigurator - Outbound Page

Common Outbound Parameters

The following parameters are configured per service settings:

Callback Parameters

Description

Max Concurrent Outbound Sessions

The maximum allowed sessions for outbound calls. 

A value of 0 will disallow any outbound sessions, including: 

(lightbulb) Calls made via SMD (e.g. Agent calling the customer directly via SfB client) do report as "outbound" but will not be affected by limits in this context.

Auto Accept Outbound Calls

(warning) Only works with legacy Agent Assistant in a SfB messenger situation.

In MS Teams the Chat / Outbound Task is always received, after which the "Preview Time" of the Callback setting applies. → See "Callback Parameters" Table below.

(lightbulb) In this case the Agent has no means to refuse the Callback task during preview.

Enable Service for Conversation as a Service

Allows this service to be used by Agents to initiate a call on behalf of a service name via SfB Client. 

(info) Works for Call Services only and only if target is a PSTN number.
(info) Learn more about Conversation as a Service in our Use Case.

Provide ACW and TCC for not connected outbound conversations

Allows Agents to finish related After-Call-Work,  even if the outbound conversation was not accepted by the target (customer).

(warning) Please note that this feature works with V3.4, but will require updates to your AM/AA LUCS System Components.

Callback Parameters

The following callback parameters are available within the configuration UI.

Callback Parameters

Description

Max Dialout TimeoutTime in seconds until the dial out attempt is considered failed,

MaxQueueTime [HH:MM:SS]

(from 00:00:01 to 48:00:00)

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.

Preview Time [MM:SS]

Period of time (in seconds) between the agent accepts the instant message and the Dial out to the target number is initiated.

Rona Timeout [MM:SS]

Period of time when an agent has to accept a call toast. This logic is applied for each unsuccessful 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.

Use Opening Hours Box Callback Category

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 defined and assigned in (→ General Service Settings) 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.

(info) By default the checkbox  is deselected.

Schedule Callback Task From Incoming Service (Check Box)

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.

(info) By default the checkbox  is deselected.

Impersonate as SIP-URI of Incoming Service (Check Box)

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 received a call.

Set option to "false"  to show  a customer  a task on behalf of a service that was the last that received a call and also connect with an agent from this service.

(info) By default the checkbox  is deselected.

Other Callback Configuration Sources

Many callback parameters can be configured outside of the UI. The table below explains their use.

Callback Parameters

Place Of Configuration

Description

DueDateTime

  • CallbackActivity

  • LostTask Widget

  • API

The planned date and time of the Callback task to be added to the Queue.

MaxDialoutRetries [#]

  • CallbackActivity

  • LostTask Widget

  • API

Number of times a failed dial out attempt is repeated until the task is removed from the system.

DialoutRescheduleTime [HH:MM:SS]

  • CallbackActivity

  • LostTask Widget

  • 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.

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.

Example Callback Configuration

Callback outbound tasks are quite diverse in their possible configuration. We'll therefore explain an example configuration and the effects: 

In your Service configuration:

  • Your Service is configured as inbound / outbound direction type as part of the (info)Distribution Policy > "Direction Type" setting. → Doing so enables the "Outbound" Tab options.

  • Max Dialout Timeout is set to 20 seconds, after which the attempt is considered as failed.

  • Max Queue Time is set to 1 hour, after which the Callback task is removed from the System.
  • Preview Time is set to 10 sec, giving the Agent some time to inspect the Conversation Context and prepare for the call.
  • RONA Timeout is set to 20 sec (info) see → RONA State in AA - the period of time when an agent has to accept a call toast before being flagged as RONA.

  • Use Opening Hours Callback Category is set to "true"  → (tick) Requires opening hours to be configured and assigned via the → 
    (info) The rules for Opening Hours taken from the "Callback Parameters" table apply.

Callback Request Default Properties

Good to know

A Callback Request is created with the following request properties - as provided in the "Callback" Workflow Activity , the Lost Task WidgetCallback Tasks Widget or in the API when a task is created:

  • MaxDialoutRetries property is set to 3

  • DialoutRescheduleTime is set to 30 minutes

  • Priority is set to "Strict"

Callback Requests States in Workflows

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

A Callback exists of several states. A task is always generated with a set of parameters.

Callback status and involved parameters

States and Parameters 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.

(lightbulb) 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.

(lightbulb) 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.

Use Cases related to 'Callback'