Schedule a callback in a script


Contacts commonly request agents to call them back at a time when they are not busy. If a script designer has placed a Schedule Callback component in a script, the agent can schedule the callback directly from the script.

Schedule a callback

To schedule a callback from a script:

  1. Click the Date Input icon.
  2. Select the month, year, and day of the callback.Schedule a callback calendar
  3. Select the Time field.
  4. Type in the hour and minute of the callback. 
  5.  Use the arrows to select AM or PM, or type A for AM or P for PM. Enter time for callback
  6. Select the time zone field.
  7. Begin typing a time zone name and select the appropriate time zone for the contact from the list.
    Each time zone gets its name from a continent or ocean and then the largest city in the region, for example, America/New_York or Europe/Paris. 


    Supported time zone names

    When agents schedule a callback, or administrators populate zone columns in a contact list, use the following zone names.

    Time zone names

    Africa/Abidjan

    Africa/Accra

    Africa/Addis_Ababa

    Africa/Algiers

    Africa/Asmara

    Africa/Bamako

    Africa/Bangui

    Africa/Banjul

    Africa/Bissau

    Africa/Blantyre

    Africa/Brazzaville

    Africa/Bujumbura

    Africa/Cairo

    Africa/Casablanca

    Africa/Ceuta

    Africa/Conakry

    Africa/Dakar

    Africa/Dar_es_Salaam

    Africa/Djibouti

    Africa/Douala

    Africa/El_Aaiun

    Africa/Freetown

    Africa/Gaborone

    Africa/Harare

    Africa/Johannesburg

    Africa/Kampala

    Africa/Khartoum

    Africa/Kigali

    Africa/Kinshasa

    Africa/Lagos

    Africa/Libreville

    Africa/Lome

    Africa/Luanda

    Africa/Lubumbashi

    Africa/Lusaka

    Africa/Malabo

    Africa/Maputo

    Africa/Maseru

    Africa/Mbabane

    Africa/Mogadishu

    Africa/Monrovia

    Africa/Nairobi

    Africa/Ndjamena

    Africa/Niamey

    Africa/Nouakchott

    Africa/Ouagadougou

    Africa/Porto-Novo

    Africa/Sao_Tome

    Africa/Tripoli

    Africa/Tunis

    Africa/Windhoek

    America/Adak

    America/Anchorage

    America/Anguilla

    America/Antigua

    America/Araguaina

    America/Argentina/Buenos_Aires

    America/Argentina/Catamarca

    America/Argentina/Cordoba

    America/Argentina/Jujuy

    America/Argentina/La_Rioja

    America/Argentina/Mendoza

    America/Argentina/Rio_Gallegos

    America/Argentina/Salta

    America/Argentina/San_Juan

    America/Argentina/San_Luis

    America/Argentina/Tucuman

    America/Argentina/Ushuaia

    America/Aruba

    America/Asuncion

    America/Atikokan

    America/Bahia

    America/Bahia_Banderas

    America/Barbados

    America/Belem

    America/Belize

    America/Blanc-Sablon

    America/Boa_Vista

    America/Bogota

    America/Boise

    America/Cambridge_Bay

    America/Campo_Grande

    America/Cancun

    America/Caracas

    America/Cayenne

    America/Cayman

    America/Chicago

    America/Chihuahua

    America/Costa_Rica

    America/Cuiaba

    America/Curacao

    America/Danmarkshavn

    America/Dawson

    America/Dawson_Creek

    America/Denver

    America/Detroit

    America/Dominica

    America/Edmonton

    America/Eirunepe

    America/El_Salvador

    America/Fortaleza

    America/Glace_Bay

    America/Godthab

    America/Goose_Bay

    America/Grand_Turk

    America/Grenada

    America/Guadeloupe

    America/Guatemala

    America/Guayaquil

    America/Guyana

    America/Halifax

    America/Havana

    America/Hermosillo

    America/Indiana/Indianapolis

    America/Indiana/Knox

    America/Indiana/Marengo

    America/Indiana/Petersburg

    America/Indiana/Tell_City

    America/Indiana/Vevay

    America/Indiana/Vincennes

    America/Indiana/Winamac

    America/Inuvik

    America/Iqaluit

    America/Jamaica

    America/Juneau

    America/Kentucky/Louisville

    America/Kentucky/Monticello

    America/La_Paz

    America/Lima

    America/Los_Angeles

    America/Maceio

    America/Managua

    America/Manaus

    America/Martinique

    America/Matamoros

    America/Mazatlan

    America/Menominee

    America/Merida

    America/Mexico_City

    America/Miquelon

    America/Moncton

    America/Monterrey

    America/Montevideo

    America/Montreal

    America/Montserrat

    America/Nassau

    America/New_York

    America/Nipigon

    America/Nome

    America/Noronha

    America/North_Dakota/Center

    America/North_Dakota/New_Salem

    America/Ojinaga

    America/Panama

    America/Pangnirtung

    America/Paramaribo

    America/Phoenix

    America/Port_of_Spain

    America/Port-au-Prince

    America/Porto_Velho

    America/Puerto_Rico

    America/Rainy_River

    America/Rankin_Inlet

    America/Recife

    America/Regina

    America/Resolute

    America/Rio_Branco

    America/Santa_Isabel

    America/Santarem

    America/Santiago

    America/Santo_Domingo

    America/Sao_Paulo

    America/Scoresbysund

    America/St_Johns

    America/St_Kitts

    America/St_Lucia

    America/St_Thomas

    America/St_Vincent

    America/Swift_Current

    America/Tegucigalpa

    America/Thule

    America/Thunder_Bay

    America/Tijuana

    America/Toronto

    America/Tortola

    America/Vancouver

    America/Whitehorse

    America/Winnipeg

    America/Yakutat

    America/Yellowknife

    Antarctica/Casey

    Antarctica/Davis

    Antarctica/DumontDUrville

    Antarctica/Macquarie

    Antarctica/Mawson

    Antarctica/McMurdo

    Antarctica/Palmer

    Antarctica/Rothera

    Antarctica/Syowa

    Antarctica/Vostok

    Asia/Aden

    Asia/Almaty

    Asia/Amman

    Asia/Anadyr

    Asia/Aqtau

    Asia/Aqtobe

    Asia/Ashgabat

    Asia/Baghdad

    Asia/Bahrain

    Asia/Baku

    Asia/Bangkok

    Asia/Beirut

    Asia/Bishkek

    Asia/Brunei

    Asia/Choibalsan

    Asia/Chongqing

    Asia/Colombo

    Asia/Damascus

    Asia/Dhaka

    Asia/Dili

    Asia/Dubai

    Asia/Dushanbe

    Asia/Gaza

    Asia/Harbin

    Asia/Ho_Chi_Minh

    Asia/Hong_Kong

    Asia/Hovd

    Asia/Irkutsk

    Asia/Jakarta

    Asia/Jayapura

    Asia/Jerusalem

    Asia/Kabul

    Asia/Kamchatka

    Asia/Karachi

    Asia/Kashgar

    Asia/Kathmandu

    Asia/Kolkata

    Asia/Krasnoyarsk

    Asia/Kuala_Lumpur

    Asia/Kuching

    Asia/Kuwait

    Asia/Macau

    Asia/Magadan

    Asia/Makassar

    Asia/Manila

    Asia/Muscat

    Asia/Nicosia

    Asia/Novokuznetsk

    Asia/Novosibirsk

    Asia/Omsk

    Asia/Oral

    Asia/Phnom_Penh

    Asia/Pontianak

    Asia/Pyongyang

    Asia/Qatar

    Asia/Qyzylorda

    Asia/Rangoon

    Asia/Riyadh

    Asia/Sakhalin

    Asia/Samarkand

    Asia/Seoul

    Asia/Shanghai

    Asia/Singapore

    Asia/Taipei

    Asia/Tashkent

    Asia/Tbilisi

    Asia/Tehran

    Asia/Thimphu

    Asia/Tokyo

    Asia/Ulaanbaatar

    Asia/Urumqi

    Asia/Vientiane

    Asia/Vladivostok

    Asia/Yakutsk

    Asia/Yekaterinburg

    Asia/Yerevan

    Atlantic/Azores

    Atlantic/Bermuda

    Atlantic/Canary

    Atlantic/Cape_Verde

    Atlantic/Faroe

    Atlantic/Madeira

    Atlantic/Reykjavik

    Atlantic/South_Georgia

    Atlantic/St_Helena

    Atlantic/Stanley

    Australia/Adelaide

    Australia/Brisbane

    Australia/Broken_Hill

    Australia/Currie

    Australia/Darwin

    Australia/Eucla

    Australia/Hobart

    Australia/Lindeman

    Australia/Lord_Howe

    Australia/Melbourne

    Australia/Perth

    Australia/Sydney

    CET

    CST6CDT

    EET

    EST

    EST5EDT

    Etc/GMT

    Etc/GMT+1

    Etc/GMT+10

    Etc/GMT+11

    Etc/GMT+12

    Etc/GMT+2

    Etc/GMT+3

    Etc/GMT+4

    Etc/GMT+5

    Etc/GMT+6

    Etc/GMT+7

    Etc/GMT+8

    Etc/GMT+9

    Etc/GMT-1

    Etc/GMT-10

    Etc/GMT-11

    Etc/GMT-12

    Etc/GMT-13

    Etc/GMT-14

    Etc/GMT-2

    Etc/GMT-3

    Etc/GMT-4

    Etc/GMT-5

    Etc/GMT-6

    Etc/GMT-7

    Etc/GMT-8

    Etc/GMT-9

    Etc/UCT

    Etc/UTC

    Europe/Amsterdam

    Europe/Andorra

    Europe/Athens

    Europe/Belgrade

    Europe/Berlin

    Europe/Brussels

    Europe/Bucharest

    Europe/Budapest

    Europe/Chisinau

    Europe/Copenhagen

    Europe/Dublin

    Europe/Gibraltar

    Europe/Helsinki

    Europe/Istanbul

    Europe/Kaliningrad

    Europe/Kiev

    Europe/Lisbon

    Europe/London

    Europe/Luxembourg

    Europe/Madrid

    Europe/Malta

    Europe/Minsk

    Europe/Monaco

    Europe/Moscow

    Europe/Oslo

    Europe/Paris

    Europe/Prague

    Europe/Riga

    Europe/Rome

    Europe/Samara

    Europe/Simferopol

    Europe/Sofia

    Europe/Stockholm

    Europe/Tallinn

    Europe/Tirane

    Europe/Uzhgorod

    Europe/Vaduz

    Europe/Vienna

    Europe/Vilnius

    Europe/Volgograd

    Europe/Warsaw

    Europe/Zaporozhye

    Europe/Zurich

    HST

    Indian/Antananarivo

    Indian/Chagos

    Indian/Christmas

    Indian/Cocos

    Indian/Comoro

    Indian/Kerguelen

    Indian/Mahe

    Indian/Maldives

    Indian/Mauritius

    Indian/Mayotte

    Indian/Reunion

    MET

    MST

    MST7MDT

    Pacific/Apia

    Pacific/Auckland

    Pacific/Chatham

    Pacific/Chuuk

    Pacific/Easter

    Pacific/Efate

    Pacific/Enderbury

    Pacific/Fakaofo

    Pacific/Fiji

    Pacific/Funafuti

    Pacific/Galapagos

    Pacific/Gambier

    Pacific/Guadalcanal

    Pacific/Guam

    Pacific/Honolulu

    Pacific/Johnston

    Pacific/Kiritimati

    Pacific/Kosrae

    Pacific/Kwajalein

    Pacific/Majuro

    Pacific/Marquesas

    Pacific/Midway

    Pacific/Nauru

    Pacific/Niue

    Pacific/Norfolk

    Pacific/Noumea

    Pacific/Pago_Pago

    Pacific/Palau

    Pacific/Pitcairn

    Pacific/Pohnpei

    Pacific/Port_Moresby

    Pacific/Rarotonga

    Pacific/Saipan

    Pacific/Tahiti

    Pacific/Tarawa

    Pacific/Tongatapu

    Pacific/Wake

    Pacific/Wallis

    PST8PDT

    UTC

    WET



  8. If the script has a button or link, such as Submit, click it to submit the callback. If the script has no button or link, the script designer could have built in a feature to save the callback as the agent selects the date, time, and time zone. 
    If you are unsure how to submit a scheduled callback, ask your manager or supervisor for help. 

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.

Note: You cannot schedule a callback for more than 30 days in advance.
Note: A user with the PureCloud Supervisor default role can cancel a scheduled callback.