Scheduling callbacks

Who should read this article: Administrators

Agents can schedule callbacks to contacts both during active calls and from the call history.

Introduction

The Scheduled Callback feature enables agents to schedule a new time to call a contact. Scheduling a callback lets agents prepare for the call in advance. Callback are also good for contacts as they can be called at a time convenient for them. Scheduling callbacks enable agents to manage call volumes during peak hours by rescheduling calls to off-peak hours.

Callbacks may be scheduled from inbound, outbound, and dialer calls in real-time, or at any time from the agent's call history.

Configuring scheduled callback

To enable the Scheduled Callback feature, from the Voiso main menu bar, navigate to Administration > System settings. For more information, refer to Scheduled Callback.

Enabling agents to use scheduled callback

After enabling the Scheduled Callback feature for your contact center, you must enable it for users. To do this, select the Display Scheduled Callback in WebRTC permission for the Security Access Groups (roles) that will use the feature.

Using scheduled callback

When the Display Scheduled Callback in WebRTC permission is granted for a user's role, the Agent Panel and Omnichannel Workspace display the Callback button in the call controls page.

The Callback button is also displayed in the call history page.

For more information about using the Scheduled Callback feature, see Scheduled callback in the Agent Guide.

Callback lifecycle

After an agent successfully creates a callback, the callback follows this lifecycle until the callback is completed, either because the callback is successful or after the maximum number of callback attempts are made:

1. At the scheduled time, Voiso checks whether the agent is available.
   1. If the agent is unavailable, Voiso waits until the reschedule delay time is up, then checks to see if the agent is available.
   2. If the agent is available, Voiso creates a call and routes it to the agent.
2. The agent clicks the Answer button to dial the call.
   1. If the call is answered, the agent handles the call as usual. When the call ends, the callback is completed.
   2. If the call is not answered, the agent ends the call and Voiso reschedules the callback according to the System settings.
3. As long as the callback is not completed, Voiso attempts to call the contact until either the call is successful or the maximum number of calling attempts is reached.
4. If the callback is not successful after the maximum number of attempts, and a failover queue is specified, Voiso routes the call to the failover queue.
5. Voiso tries to reach the contact from the queue until the maximum number of calling attempts is reached.
   1. If the call is answered, the agent handles the call as usual. When the call ends, the callback is completed.
   2. If the call is not answered and the maximum number of attempts is reached, the callback is canceled when the agent ends the call.

Callback in the CDR

Completed callback interactions can be accessed in the Call Detail Records. Use the Type filter and select Scheduled Callbacks.

When a scheduled callback is requested during a real-time call, Callback Request is added to the Call Events table in the Call Details and a link to the callback interaction is available as a related call.