Callbacks in campaigns

AI-generated summary

Genesys Cloud provides capabilities for scheduling callbacks in campaigns, including rule-scheduled callbacks, agent-scheduled callbacks, and recalls. Preview campaigns do not go through call analysis for rule-scheduled callbacks, while non-preview campaigns do for all callback types. Campaigns redial rule-scheduled callbacks if call analysis evaluates the rule condition to true on rerun. Recalls are retried based on attempt control settings. Callbacks can still occur if a campaign recycles, except for non-preview rule-scheduled and recalls. Scheduling a callback does not prevent calling other numbers for a contact in non-preview campaigns; additional numbers are dialed after the initial call. For rule-scheduled callbacks in preview campaigns, the callback is scheduled for the first number if the rule is generic. For non-preview campaigns, a callback is scheduled after each number dialed until completed. Agents can also schedule callbacks from a campaign call by typing a number or using the call's number. Recalls in non-preview campaigns are scheduled for the first number until all recalls are done. Marking a contact uncallable does not immediately disconnect scheduled interactions, which remain until the campaign is reset or recycled.

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.
A wrap-up code, from a scheduled callback rule, is assigned by the callback queue. The wrap-up code is not assigned by the last queue the interaction entered.

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.

Does the callback prevent the campaign from stopping?Click to expand

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

Does the callback prevent the campaign from completing?Click to expand

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

If the campaign is turned off before it dials the callback, does the campaign still dial the callback?Click to expand

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.

If a campaign is turned off with rule-scheduled calls or recalls scheduled, what happens when the campaign is turned on again? In what order are callbacks placed?Click to expand

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.

Which campaign checks complete before the system notifies the agent about the callback?Click to expand

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.

Which campaign checks complete if the agent tries to place the callback?Click to expand

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.

Does the callback go through call analysis?Click to expand

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

Does the campaign redial a callback if the initial response was busy or no answer?Click to expand

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.

Does the campaign still dial the callback if the campaign recycles?Click to expand

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

For contacts with multiple phone numbers, does scheduling a callback prevent the campaign from dialing all the contact’s numbers?Click to expand

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.

For contacts with multiple phone numbers, what determines the numbers in the scheduled callback?Click to expand

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.

For contacts that are marked uncallable by a rule, are scheduled interactions for the contact immediately disconnected?Click to expand

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Callbacks in campaigns FAQs

Frequently asked questions about callbacks associated with campaigns, including answers for each callback type.

Does the callback prevent the campaign from stopping?Click to expand

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

Does the callback prevent the campaign from completing?Click to expand

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

If the campaign is turned off before it dials the callback, does the campaign still dial the callback?Click to expand

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.

If a campaign is turned off with rule-scheduled calls or recalls scheduled, what happens when the campaign is turned on again? In what order are callbacks placed?Click to expand

Example:

Which campaign checks complete before the system notifies the agent about the callback?Click to expand

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.

Which campaign checks complete if the agent tries to place the callback?Click to expand

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.

Does the callback go through call analysis?Click to expand

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

Does the campaign redial a callback if the initial response was busy or no answer?Click to expand

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.

Does the campaign still dial the callback if the campaign recycles?Click to expand

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

For contacts with multiple phone numbers, does scheduling a callback prevent the campaign from dialing all the contact’s numbers?Click to expand

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.

For contacts with multiple phone numbers, what determines the numbers in the scheduled callback?Click to expand

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.

For contacts that are marked uncallable by a rule, are scheduled interactions for the contact immediately disconnected?Click to expand

Callbacks in campaigns

Callbacks in campaigns FAQs

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Callbacks in campaigns

Callbacks in campaigns FAQs

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