---
title: "Scheduling callbacks"
slug: "scheduling-callbacks"
description: "Agents can schedule callbacks to contacts both during active calls and from the call history."
tags: ["scheduled callback", "omnichannel workspace", "schedule", "Call History", "Agent Panel", "voice", "callback"]
updated: 2025-09-22T16:56:33Z
published: 2025-09-22T16:56:33Z
canonical: "docs.voiso.com/scheduling-callbacks"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Scheduling callbacks

{{variable.AudienceAdmin}}

Agents can schedule callbacks for contacts during active calls or from the call history.

## Introduction
The **Scheduled Callback** feature allows agents to schedule follow-up calls at a time that works best for both the agent and the contact. This helps agents prepare for calls in advance and provides flexibility for contacts by scheduling calls at convenient times. Additionally, callbacks help manage call volumes during peak hours by rescheduling calls to off-peak hours.

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

:::(Info) (Tip)
Callbacks may be scheduled up to 30 days in advance.
:::

### Configuring scheduled callback
To enable the **Scheduled Callback** feature, go to **Administration > System settings** in the {{variable.BrandName}} main menu. Click the **Features** tab and scroll to the [Scheduled callback section](/v1/docs/administration-system-settings#scheduled-callback-section).

![System Settings Page Features Tab Scheduled Callback Section](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Page%20Features%20Tab%20Scheduled%20Callback%20Section.png){height="" width=""}

### Enabling agents to use scheduled callback

For Start-up and Pro contact centers, if **Scheduled Callback** is enabled in the system settings, it is automatically enabled for all roles except **Analyst** and **Hardware phone**.

For contact centers using [Security Access Groups](/v1/docs/administration-security-access-groups) roles, once the **Scheduled Callback** feature is enabled for your contact center, you must enable it for specific users. To do this, assign the **Enable Scheduled Callback** permission to the appropriate role.

### Using scheduled callback
When Scheduled Callback is enabled for a user's role, the **Callback** button becomes available in the **Agent Panel** and **Omnichannel Workspace** on the call controls page.

![System%20Settings%20Scheduled%20Callbacks%20Agent%20Panel%20Dialpad](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Scheduled%20Callbacks%20Agent%20Panel%20Dialpad.png){height="" width="240"}

The **Callback** button is also displayed on the call history page.

![System%20Settings%20Scheduled%20Callbacks%20Agent%20Panel%20History](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Scheduled%20Callbacks%20Agent%20Panel%20History.png){height="" width="240"}

For detailed instructions on using the **Scheduled Callback** feature, refer to [Scheduled Callback](/v1/docs/scheduled-callback) in the [Agent Guide](/v1/docs/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, {{variable.BrandName}} checks if the agent is available:
    - If *unavailable*, {{variable.BrandName}} waits for the reschedule delay time, then checks again.
    - If *available*, {{variable.BrandName}} creates a call and routes it to the agent.
2. The agent clicks **Answer** to place the call:
    - If *answered*, the agent handles the call, and the callback is marked as completed.
    - If *unanswered*, the agent ends the call, and {{variable.BrandName}} reschedules the callback based on the [System settings](/v1/docs/administration-system-settings#scheduled-callback).
3. {{variable.BrandName}} continues attempting the callback until either the call is completed or the maximum number of attempts is reached.
4. If the callback is not successful after the maximum number of attempts, and a failover queue is specified, {{variable.BrandName}} routes the call to the failover queue.
5. The failover queue attempts to reach the contact:
    - If *answered*, the agent handles the call, completing the callback.
    - If *unanswered* after the maximum attempts, the callback is canceled.

## Callback in the Call Detail Records
Completed callback interactions can be accessed in the [Call Detail Records](/v1/docs/call-detail-records). Use the **Type** filter and select **Scheduled Callbacks**.

![System%20Settings%20Scheduled%20Callbacks%20CDR](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Scheduled%20Callbacks%20CDR.png){height="" width=""}

When a scheduled callback is created during a real-time call, a **Callback Request** entry appears in the **Call Events** table in the [Call Details](/v1/docs/cdr-search-results#call-details).

![System Settings Scheduled Callbacks Call Details Callback Request](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Scheduled%20Callbacks%20Call%20Details%20Callback%20Request.png){height="" width=""}

A link to the original interaction is available as a related call in the Callback interaction.

 ![System%20Settings%20Scheduled%20Callbacks%20Call%20Details](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Scheduled%20Callbacks%20Call%20Details.png){height="" width=""}

## Related

- [System settings](/administration-system-settings.md)
- [Scheduled callback](/scheduled-callback.md)
- [Security Access Groups](/administration-security-access-groups.md)