Add a schedule callback option to a script


Contacts commonly request a return call when they are less busy. To add a schedule callback option to a script using date input and button components together:

  1. In script editor, click the Date/Time icon on the component toolbar.

  2. To configure the date input component to prompt for a date, time of day, and time zone for the callback, expand the Common group. Then set Includes Time to Yes.

  3. To store the agent’s date and time selection, expand the Common group. Then select a string variable from the Value list. If necessary, create a new variable. Your results should be similar to the example below.

    Figure shows date/time component configure to store its value in a variable named MyDateTime.

  4. Click Button to add a submit button for the agent to click after entering the date and time. 

  5. With the button selected, expand the Common group. Change the Text property to Schedule Callback.

  6. With the Schedule Callback button selected, expand the Advanced group. Click No Action Selected.

    Figure shows the No Action Selected button.

  7. Select Outbound.Schedule Callback.

  8. Choose the same variable that was assigned by the date/time component.

  9. Click Select.


How it works

At run time, the agent can set a date, time, and the contact’s time zone before clicking Schedule Callback to submit the callback request.

Figure shows how the controls will appear at runtime.

Use a button to invoke the Schedule Callback action

You may think that a Schedule Callback button is unnecessary, since you can assign an Outbound.Schedule Callback action to a date input component. That practice is not recommended, since the date input control invokes its action every time its bound variable is updated. That happens whenever the agent changes a date, time, or time zone setting. To prevent multiple schedule requests, and to allow your agents time to review schedule settings before committing callback requests, use a button action instead.

Important: To ensure that a return call is placed at the time scheduled by the agent, the campaign must be running at the time the callback is scheduled to happen. Once placed, the call is routed to any available agent.

If the campaign is off, the callback number is pushed to the top of the campaign's queue of the calls waiting to be placed. The contact is not dialed until the campaign is turned on, but it is dialed before normal contacts are called.

Tip: Scripts cannot add a contact to the Do Not Call list if the interaction is a callback for a preview campaign and the call has not been placed.