The Outbound Option personal callback feature schedules a specific agent to handle a
customer callback. The feature enables the customer to continue working with the same
agent who spoke with them initially.
Callbacks on personal callbacks are handled in the associated campaign mode.
Only an agent who dealt with the original call can set a personal callback. The dialer offers the agent the personal callback using a mode similar to the Preview dialing
This feature is similar to Preview mode in that an agent reservation occurs first.
When the agent is reserved, they can either accept the customer call or reject it. (The
Skip option is not available.) Clicking Close sets the
BAResponse variable to indicate a close operation. The record is
not dialed again.
Personal callbacks are not dependent on a particular campaign, and do not require a
running campaign when the call is placed. This feature enables personal callbacks to occur with active campaigns containing either predictive or preview skill groups. Agents
can receive a personal callback request while logged in to any inbound, outbound, or blended skill
group. The callback is linked to the agent ID. If the agent logs in with a different agent ID, they cannot receive the callback request. Only one dialer on a particular
peripheral is assigned personal callback records.
The Personal_Callback_List table maintains a list of the customer records scheduled to be called back by a specific agent. The Campaign Manager creates records in the Personal_Callback_List table when an agent schedules a personal callback.
You can also use an external program or third-party application to insert customer records directly into the Personal_Callback_List table to support scheduling customer calls for a specific time. For details on the table columns, see Outbound Option Guide for Unified Contact Center Enterprise, Appendix F, Personal_Callback_ListTable.
When modifying the Personal_Callback_List table, be aware of the following restrictions:
Applications that insert new records into this table must populate the InsertedIntoDBDateTime column with the current date and time. However, do not modify SentToDialerDateTime. This date and time is set by the Campaign Manager.
Do not close or delete Records when the Status is 'A'. Records that are pending can be marked as closed or deleted in a Campaign Dialing List if they are not in the Active state.
Personal callback supports three callback modes:
The following actions can take place during a personal callback:
If the customer is unreachable during the callback time, the call is
rescheduled up to the maximum attempts or abandoned based on the configuration setup.
If the dialer detects an answering machine response, the call is still transferred to the scheduled agent. The agent can
leave a message or reschedule the callback for another convenient time.
When the callback mode is set to Reschedule or Abandon:
If the agent is logged in at any point during the callback period, Outbound Option reserves the agent and places the
If the agent is unavailable during the entire
callback period, the personal callback fails. The call is rescheduled or abandoned
based on the configuration setup.
When the callback mode is set to Campaign DN: