Converting Callbacks

Dialer supports agent-owned callbacks, which are callbacks destined for a specific agent. If that agent is not available when the time for a callback arrives, the contact will not receive the call at the desired time. If possible, it is best practice to use Dialer's ability to convert agent-owned callbacks to campaign-wide callbacks after a few attempts (e.g. 3) and a relatively brief reschedule delay (e.g. 5 minutes). This feature is configured and turned on using the Campaign Recall Control tab.