--- title: Callback Management slug: contact-center/callback-management docTags: createdAt: 2025-10-15T08:13:22.421Z --- ## Overview The Callback feature enables agents to schedule a return call to a customer, primarily used for follow-up or when a customer requests to be called back. The feature supports various callback types, including **Queue Callback, Campaign Callback, Self Callback, and Preview Callback**. In the contact center, a scheduled callback call is categorized as an **outbound.callback.dial Call Type**. ## Key Use Cases and Benefits ### Use Cases - **Non-Office Hour Management:** It addresses situations where a customer requests a callback outside of the configured office hours or holidays. The system restricts agents from scheduling calls during these non-permissible times, which is useful when the operations team needs a dedicated window for other tasks or wants to define clear callback boundaries. - **Customer Follow-up:** It facilitates scheduling return calls for further follow-up after the current communication ends. - **Agent-Specific Workload:** The **Self Callback** option ensures that a specific agent handles the continuation of the customer's query, maintaining context and ownership. ### Benefits - **Reduced Call Failure Rate:** By restricting callback scheduling outside designated office/working hours, the feature helps prevent callback calls from failing, thus avoiding a high count in failed callback attempts. - **Improved Operational Control:** It grants administrators and supervisors fine-grained control over when outbound callbacks can be scheduled, with campaign-level configuration overriding system-level settings. - **Proactive Notification:** Agents and supervisors receive timely **Callback Reminder Bell Notifications** about upcoming scheduled calls, including the customer's phone number, campaign name, and scheduled time, ensuring the commitment is met. ## Usage Across the Product ### Agent Scheduling Flow The agent schedules a callback through the disposition process immediately after a call is disconnected. - **Disposition Class:** For a disposition to enable the callback scheduling options, it must be assigned to the appropriate disposition class (schedule.callback) configured in the disposition plan. - **Initiation:** The agent must dispose of the call by selecting the appropriate **"callback"** disposition value from the disposition drop-down menu. - **Callback Type:** - To schedule a call only to themselves, the agent must check the **“Self Callback”** option. - If **“Self Callback”** is unchecked, the scheduled callback will be routed to any **available user in the campaign**. - **Scheduling Details:** The agent specifies the required date/time by choosing either **"Specify date"** (to select a specific date and time from a calendar/clock) or **"Specify time"**. - **Number Selection:** The agent can schedule the callback for the **"Existing Numbers"** (the number dialed in the current call) or provide an **"Alternate Number"**. - **Finalizing:** The callback is finalized and logged by clicking the **"Save And Dispose"** button. ### Agent Management and Notifications Agents manage and receive notifications related to their scheduled callbacks. - **Agent Management Location (Navigation):** The scheduled callbacks list is available to the agent under the **Call Details** tab in the **Callbacks** sub-tab of their console. - **Notifications:** Agents are notified of upcoming callbacks via a **Callback Reminder Bell Notification**. The notification contains the customer's **phone number, the campaign name, and the scheduled time**. - **Actionable Notifications:** The callback notification is clickable. Clicking the customer's number in the notification will trigger a **manual dial** to that number. This action **removes the callback from the pending list** once the number is dialed. - **List View Actions:** From the callbacks list, agents can: - **Click to Dial Callback:** Dial the number directly from the list. If successfully dialed (or attempted), the callback is removed from the list. - **Reschedule Callback:** Edit the date and time of the callback. A reason for rescheduling is mandatory. - **Delete Callback:** Remove the scheduled callback. A reason for deletion is mandatory. ## Settings and Configuration ### 1. Administrator/System-Level Controls (Campaign Creation) These settings are configured at the Campaign level by the Administrator and manage the boundary limits: | Setting | Location/Role | Description | | ----------------------------------- | ------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------- | | **Maximum Callback Count** | Administrator (Campaign Settings) | Specifies the **maximum number of callbacks** a user can make for an outbound campaign.
| | **Holiday/Office Hour Restriction** | Administrator (System/Campaign Level) | Prevents callbacks from being scheduled during non-working hours/holidays. **Campaign-level overrides system-level setting**.
| | **Call Type Reporting** | Reports | The call is officially logged in reports (e.g., Call Details Report) under the **outbound.callback.dial** Call Type.
| ### 2. Supervisor Callback Management (Navigation) Supervisors manage callback settings and the central list of scheduled calls for all their agents. - **Management Location:** Supervisor Console > **Manage** tab > **Callback Management in a Campaign**. - **Configuration Settings (Settings tab):** - **Self Callback (Default):** If checked, callbacks created using force dispose default to "Self Callback". - **Max Callback Days:** Defines the maximum number of days after which the callback is **deleted from the system**. - **Promote To Campaign Expiry Time (min):** The duration after which an unattended self callback expires and is transferred/promoted back to the campaign queue for routing to any available agent. - **Callback Retry Time (min):** The time interval after which a failed callback attempt will be re-dialed. - **Callback Reminder (min):** The time *before* the scheduled time when a callback reminder notification is displayed to the assigned agent or supervisor. ### 3. Supervisor List View Actions The main list of callbacks (accessible via the Callback Management tab) allows the supervisor to manage the queue: | Action | Description | | --------------------------------- | -------------------------------------------------------------------------------------------------------------------------- | | **Add a Callback** | Manually schedule a new callback.
| | **Edit Callbacks** | Modify the date, time, phone number, and assigned user for existing callbacks. A reason is mandatory for the change.
| | **Search/Filter** | Filter the view based on user groups, scheduled users, time range (scheduled or added date), or phone number.
| | **Extract Callbacks** | Export the details of selected callbacks to a CSV file on disk.
| | **Delete Callback** | Permanently delete a scheduled callback. A reason for deletion is mandatory.
| | **Bulk Migration (Licensable)** | Upload extracted callbacks to potentially move them between campaigns.
| | **Change User Assignment (Bulk)** | Select multiple callbacks and either promote them back to the campaign queue or reassign them to a specific user.
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