Agent Callbacks

Options on this expander set number of minutes to wait if the agent who owns a callback is unavailable at the scheduled callback time. You can optionally set convert agent-owned callbacks to system-wide callbacks when agents are unavailable.

Reschedule Delay

Sets the number of minutes to wait if the agent who owns a callback is unavailable at the scheduled callback time or, in the case of campaign-wide callbacks, if Dialer is unable to reach an available agent at the scheduled callback time. The default is 60 minutes. You can set any value from 0 to 10080 minutes.

Connected parties may ask an agent to call back at a particular time. When this happens, the agent uses Interaction Scripter to schedule a callback. This is known as an agent-owned callback, since the agent owns the task of contacting the party again.

For example, if Reschedule Delay is set to 15minutes and the agent is not available, then the system waits for 15 minutes. At the end of the delay period, the system checks to see if the agent is available:

• If the agent is available at the appointed time, the contact is called again.

• If the agent is unavailable at the appointed time, the system again waits for the number of minutes specified in the Reschedule Delay field.

• If the agent is available but is busy with another call, Dialer will queue the callback.

• If the agent is available, but the party cannot be reached, the call may be rescheduled using the Auto-Scheduled Callbacks settings, if any are in effect.

• If the agent is still not available, the delay process is repeated until a maximum attempts threshold is reached.

NOTE: When the max attempts per day value has been reached, Dialer will automatically reschedule the call according to the amount of time specified in Reschedule Delay setting. Dialer will continue rescheduling the call until it is no longer the same day and the agent is logged in.

Convert to campaign-wide callback if agent unavailable after __ attempts

When checked, you can convert an agent-owned callback to a system wide callback, if the agent who owns the callback is unavailable after a configurable number of attempts.The callback will be assigned to the first available agent participating in this campaign once the attempts threshold is reached.This ensures that the contact will be called back, should agents become unexpectedly unavailable for long periods.

Use Auto-Schedule settings for agent callbacks

Check this box to control whether or not the campaign's auto-Schedule settings are applied to agent-owned callbacks. The table below indicates how callbacks will be rescheduled under different conditions, based on reschedule delay (described above) or in accordance with the Auto-Scheduled Callbacks settings.

Condition	When this setting is checked, the callback will be rescheduled based on:	When this setting is un-checked, callback will be rescheduled based on:
Agent-owned callback is abandoned	auto-schedule settings	reschedule delay
Agent-owned callback returns busy, no answer, machine, or fax	auto-schedule settings	reschedule delay
Agent-owned callback fails due to no-lines condition	reschedule delay	reschedule delay
The required agent is not logged in	reschedule delay	reschedule delay

If the box for Use Auto-Schedule settings for agent callbacks is checked, and none of the Auto-Scheduled Callbacks settings are enabled, the call will be rescheduled according to the Reschedule Delay setting. There is currently no way to stop rescheduling agent-owned callbacks.

Remove from Dialer cache if not called within __ minutes

This setting removes agent-owned callbacks from the cache of records to be dialed, if the agent is unavailable or logs out while the callback is in cache. A scheduled agent-owned callback could sit in cache for an extended period of time if the agent is busy taking inbound calls, is on break, or is busy with other scheduled callbacks.

When this box is checked, the agent is permitted a configurable amount of time to reach the intended contact. If the callback can't be placed within that time period, then the agent-own callback is converted to a campaign-wide callback, meaning that any available agent could receive the call.