Callbacks in campaigns
Types of callbacks associated with campaigns:
- Callback scheduled by a rule in a preview campaign
- Callback scheduled by a rule in an agentless, power, predictive, or progressive campaign (non-preview campaign)
- Callback scheduled by an agent from an interaction associated with a campaign
- Automatic recall is configured in the attempt control settings, based on a busy, fax, or no answer call analysis response (non-preview campaign)
Notes:
- Scheduled callbacks are originated by a campaign rule or by an agent.
- Automatic recalls are performed programmatically, using a call analysis response, when a call is not answered by a live person or by an answering machine.
- After a record is agent scheduled, it does not go back to campaign owned, even if it is rescheduled by a rule or recall. This behavior is displayed in the timeline of the interaction. Scheduled segments of the timeline are under the ACD participant showing that the schedule was made as part of the queue, as it was scheduled by the agent. However, when the campaign schedules the record by a rule or recall alone, Callback segments are under the Campaigns CallerID: Name participant.
- When a contact is marked uncallable by a rule, scheduled interactions associated with the contact are not immediately disconnected. These interactions remain scheduled until the campaign is reset, recycled, or the contact list change event occurs.
Calls placed by agents as part of a preview campaign appear as callbacks in the Interactions view. For more information about callbacks, see About callbacks.
Callbacks in campaigns FAQs
Frequently asked questions about callbacks associated with campaigns, including answers for each callback type.
| Callback type | Answer |
|---|---|
| Rule-scheduled callback (preview campaign) | No |
| Rule-scheduled callback (non-preview campaign) | No |
| Agent-scheduled callback from a campaign call | No |
| Recall (non-preview campaign) | No |
| Callback type | Answer |
|---|---|
| Rule-scheduled callback (preview campaign) | No |
| Rule-scheduled callback (non-preview campaign) | Yes |
| Agent-scheduled callback from a campaign call | No |
| Recall (non-preview campaign) | Yes |
| Callback type | Answer |
|---|---|
| Rule-scheduled callback (preview campaign) | Yes |
| Rule-scheduled callback (non-preview campaign) | The campaign does not dial the callback until the campaign turns back on. |
| Agent-scheduled callback from a campaign call | Yes |
| Recall (non-preview campaign) |
The campaign does not dial the callback until the campaign turns back on. |
At the time when a callback is scheduled to occur, outbound dialing inserts the callback at the top of its dialing queue. If the campaign is turned off, leaving scheduled callbacks to occur at various times, the campaign dials the call that came due last as the first when it is restarted.
Example:
A campaign is turned off, with outstanding callbacks scheduled for 8 AM and 10 AM the next day. When the campaign is turned on at noon the following day, both callbacks are due. The one that was due at 10 AM is called first, followed by the one that was due at 8 AM. This happens because the 10 AM call was at the top of the dialing queue.
Note: This behavior only applies to non-preview rule scheduled callbacks and recalls. Agent-scheduled callbacks and preview rule-scheduled callbacks always place the callback call when it comes due, regardless of whether the campaign is on or off.
| Callback type | Answer |
|---|---|
| Rule-scheduled callback (preview campaign) | None |
| Rule-scheduled callback (non-preview campaign) | Attempt limits, Do Not Contact list, Zone blocking, Rule skips. |
| Agent-scheduled callback from a campaign call | None |
| Recall (non-preview campaign) | Attempt limits, Do Not Contact list, List filters, Zone blocking, Rule skips. |
| Callback type | Answer |
|---|---|
| Rule-scheduled callback (preview campaign) | Attempt limits, Do Not Contact list, Zone blocking, Rule skips. |
| Rule-scheduled callback (non-preview campaign) | Campaign checks complete before the system routes the call to the agent. |
| Agent-scheduled callback from a campaign call | Attempt limits, Do Not Contact list, Zone blocking, Rule skips. |
| Recall (non-preview campaign) | Campaign checks complete before the system routes the call to the agent. |
| Callback type | Answer |
|---|---|
| Rule-scheduled callback (preview campaign) | No |
| Rule-scheduled callback (non-preview campaign) | Yes |
| Agent-scheduled callback from a campaign call | No |
| Recall (non-preview campaign) | Yes |
| Callback type | Answer |
|---|---|
| Rule-scheduled callback (preview campaign) | Not applicable. Preview campaigns do not go through call analysis. |
| Rule-scheduled callback (non-preview campaign) | If the call analysis evaluates the rule condition to true on the rerun, the campaign creates another callback. |
| Agent-scheduled callback from a campaign call | Not applicable. Agent-scheduled callbacks do not go through call analysis. |
| Recall (non-preview campaign) | The campaign retries the callback based on the attempt control settings. |
For campaigns that recycle, agent-scheduled callbacks and preview campaign-scheduled callbacks do not prevent the campaign from calling the customer again as part of the campaign recycle. To resolve this issue, configure a rule or filter that prevents the campaign from calling the customer during the campaign while still allowing the callback to go through.
Notes:
- This does not apply to non-preview campaign-scheduled callbacks or recalls, as these cancel callbacks at recycle.
- If you do not want to interfere with callbacks, use a contact list filter instead of a rule. Contact list filters are applied at the start or recycle of a campaign and do not apply to callbacks. Rules can filter out both campaign calls and scheduled callbacks.
| Callback type | Answer |
|---|---|
| Rule-scheduled callback (preview campaign) | Yes |
| Rule-scheduled callback (non-preview campaign) | No |
| Agent-scheduled callback from a campaign call | Yes |
| Recall (non-preview campaign) | No |
| Callback type | Answer |
|---|---|
| Rule-scheduled callback (preview campaign) | Not applicable. All phone numbers are presented simultaneously. |
| Rule-scheduled callback (non-preview campaign) | A rule-scheduled callback for the first callable phone number does not prevent the campaign from dialing the next number. Additional numbers are dialed after the initial call is complete. |
| Agent-scheduled callback from a campaign call (preview campaign) | Not applicable. All phone numbers are presented simultaneously. |
| Agent-scheduled callback from a campaign call (non-preview campaign) | It is identical to the rule-scheduled callback (non-preview campaign) behavior. Additional numbers are dialed after the initial call is complete. |
| Recall (non-preview campaign) | The campaign places all configured recalls for the first callable phone number before dialing the next number. |
| Callback type | Answer |
|---|---|
| Rule-scheduled callback (preview campaign) | If the rule condition is generic and applies to the whole contact, the callback is scheduled for the first number in the phone number column. However, if the rule condition applies to multiple numbers of the same phone type, the callback is scheduled for the first number of that phone type. |
| Rule-scheduled callback (non-preview campaign) | If the rule condition is generic and applies to the whole contact, a callback is scheduled after each phone number that the campaign dials. The campaign does not continue on to the next number until the previous callback comes due and is placed. However, if the rule condition applies to multiple numbers of the same phone type, the callback is scheduled for the most recently dialed number. |
| Agent-scheduled callback from a campaign call | To schedule the callback, the agent can type a phone number or use the number attached to the current campaign call. When the callback comes due, it presents the agent with that one number. |
| Recall (non-preview campaign) | If the first number dialed requires a recall, the callback is scheduled for the first phone number in the phone number column. The campaign does not continue on to the next number until all recalls are complete for the first number. |
When a contact is marked uncallable by a rule, scheduled interactions associated with the contact are not immediately disconnected. These interactions remain scheduled until the campaign is reset, recycled, or the contact list change event occurs.
