Callbacks in campaigns


The types of callbacks associated with campaigns are:

For more information about callbacks, see About callbacks.

Callbacks in campaigns FAQs

Frequently asked questions about callbacks associated with campaigns, with 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 will dial 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 will be 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 will 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 Call list, List filters, Zone blocking, Rule skips.
Agent-scheduled callback from a campaign call None
Recall (non-preview campaign) Attempt limits, Do Not Call list, List filters, Zone blocking, Rule skips.


Callback type Answer
Rule-scheduled callback (preview campaign) Attempt limits, Do Not Call 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 Call 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) N/A. 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 N/A. 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. Note: This does not apply to non-preview campaign-scheduled callbacks or recalls, as these cancel callbacks at recycle.

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) N/A. 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.
Agent-scheduled callback from a campaign call N/A. All phone numbers are presented simultaneously. 
Recall (non-preview campaign) The campaign will place 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.