Outbound / Callback Task Configuration
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.
When defining your workflow structures >Workflow Instances Inbound you can configure and parametrize a callback task individually for each service.
- The API can generate a callback task (e.g when triggered by external CRM systems)
See → Stratus Agent API
- Via the Frontend a Supervisor can assign a callback task to a specific service
→ See Lost Tasks widget.
Via all cases above a customer can end the call and wait until an Agent is handling the callback task.
Outbound / Callback Configuration
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:
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Auto Accept Outbound Calls |
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.
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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.
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Provide ACW and TCC for not connected outbound conversations | Defines if Agents get ACW even if the outbound conversation was not accepted by the callee, so that they can still finish related work to that task. |
Callback Parameters
The following callback parameters are available within the configuration UI.
Callback Parameters | Description |
---|---|
Max Dialout Timeout | Time 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.
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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.
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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.
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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 |
| The planned date and time of the Callback task to be added to the Queue. |
MaxDialoutRetries [#] |
| Number of times a failed dial out attempt is repeated until the task is removed from the system. |
DialoutRescheduleTime [HH:MM:SS] |
| The task will be reset to pending state and will only be added to queue again after the defined TimeGapBetweenRetries time is expired. |
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. |
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
→ Service 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 → General Service Information
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 requests can also be configured as part of Workflows:
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:
State | Relevant Parameters | What is happening |
---|---|---|
Task Creation | 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 |
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In Queue | MaxQueueTime |
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Preview | PreviewTime RONA TimeOut | Note: In Reporting the following block is referred to as "Processing"
Additional Rules for Dialout
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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. |