For "Callback" functionality to work - and the "Outbound" tab to be enabled for configuration - your Service Direction Type must be set to either "Outbound" or "Inbound/Outbound" in the Distribution tab.
A callback is an outbound service task. It is initiated in the following scenarios:
- 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 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
Common Outbound Parameters
The following parameters are configured per service settings:
Outbound Task Parameters
Max Concurrent Outbound Sessions
The maximum allowed sessions for outbound calls.
A value of 0 will disallow any outbound sessions, including:
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
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.
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.
Works for Call Services only and only if target is a PSTN number.
|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).
Please note that this feature works with V3.4, but will require updates to your AM/AA LUCS System Components.
The following callback parameters are available within the configuration UI.
|Max Dialout Time [MM:SS]|
Time in seconds until the dial out attempt is considered failed,
(from 00:00:01 to 48:00:00)
Period of time the callback task stays in queue until it is removed from the system.
If an Opening Hours "Callback" Calendar Category is used to define periods 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.
Max Agent Retries
Attempts to reach an available agent for the specified amount of retries.
A retry is also counted when one or several Agent decline the task.
If "Reschedule when max Agent retries reached" a new attempt to distribute this task is made.
Reschedule when max Agent retries reached [HH:MM:SS]
When "Max Agent Retries" criteria are met, the task will be postponed by the specified timespan.
The task is then redistributed again to available and selectable Agents.
Use Opening Hours Box Callback Category
Enable/disables usage of calendar "Opening Hours" category.
By default the checkbox is deselected and disabled when the Opening Hours Box is not configured for this service.
Callback Closed Reschedule Time [HH:MM:SS]
If - during callback task creation or re-check - there is no Opening Hours calendar entry of a "Callback" category defined, the service is considered "closed" for callbacks:
No Agent Available Reschedule Time [HH:MM:SS]
If there is no Agent is selectable in any distribution profile, the "No Agent Available Reschedule Time" parameter is applied to reschedule the callback task.
This setting is optional.
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,
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.
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.
Place Of Configuration
The planned date and time of the Callback task to be added to the Queue.
Number of times a failed dial out attempt is repeated until the task is removed from the system.
The task will be reset to pending state and will only be added to queue again after the defined TimeGapBetweenRetries time is expired.
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 → 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 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" → Requires opening hours to be configured and assigned via the →
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 Widget / Callback 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:
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.
States and Parameters are explained via the table below:
What is happening
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.
Use Opening Hours Box Callback Category
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.
Note: In Reporting the following block is referred to as "Processing"
Additional Rules for Dialout
It is recommended to keep the TimeGap small (e.g. 10 min) because the Agent is blocked for any other tasks in this time.
The call is established. This state time is recorded for reporting and KPI purposes.
The callback task has ended and is removed from the system.
Use Cases related to 'Callback'
|Supervisor initiates Callback from Lost Task Widget||UC LUCS Application 023|
|Callback Request Workflow||UC LUCS Application 024|
|Manage Callbacks||UC LUCS API 003|