Schedule Callback

 Allows you to schedule a call back for a future time. This actions creates a reminder for a skill or agent to place an outbound call at a specific time in the future, similar to the Commitment action.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Generic

 Email Chat Phone Voicemail Work Item SMS Digital

Comparison of Similar Actions

  • Queuecallback: Starts an active contact and places it in the selected queue (skill or agent). The contact will be treated as if it were a live call from a contact as it is processed. Since the contact remains active in the script there is logic that can be executed in the script after the action if needed. This action also sets the agent in an ACD state in reporting when the call is active. All events execute on the active script the action is in.
  • Commitment: A commitment, created by either the Commitment action or the Schedule Callback action is stored in a database on the platform and when the date and time arrives to handle the commitment, it is either queued for a skill or the target agent. The agent would then be placed in an Outbound state when the call is made and it uses an outbound skill. The only time custom scripting can be used is if there a custom outbound script associated with the skill.

Input Properties

These properties define data that the action uses when executing.

Property

Description

Caption

Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.

SecurityUser

The output value of the SetSecurityUser action which authenticates a selected agent based on their permissions in the security profile. This field accepts variable formatted with curly braces ( { } ). The default value is SecurityUser (same default output value of SetSecurityUser).

FirstName

The first name of the contact to be called back.

LastName

The last name (surname) of the contact to be called back.

PhoneNumber

The phone number to call. For international numbers, use format +<country code><number>, such as +448675309 (44 is the country code).

SkillId

The outbound phone skill with which to place the call. Both the TargetAgentId and SkillId must be included, but the TargetAgentId takes precedence. If you want to queue the callback to a skill, the TargetAgentId value must be an empty string ("" empty double quotes); for example, if you wanted to route the callback to any available agent with that skill. You must enter a valid outbound skill.

TargetAgentId

The agent to which to queue the callback. Both the TargetAgentId and SkillId must be included. If you want to queue the callback to a skill, the TargetAgentId value must be an empty string ("" empty double quotes); for example, if you wanted to route the callback to any available agent with that skill. Must be a valid ID of an active agent, not the agent's username.

ScheduleDate

Enter the date and time that you want the callback to be made using the ISO 8601 format.
Notes Enter any callback notes to display to the agent when the callback is routed.

Output Properties

These properties contain variables that hold data returned from executing the action. They're available for reference and use when the action completes.

Property

Description

CallbackId(out)

Returns the ID number of the callback.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description
Default Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
Success

Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).
InvalidSecurityUser

Path taken when an invalid security user is used.
InvalidSkillId

Path contact will take when the skill id is not found.
InvalidTargetAgentId Path taken if the TargetAgentId is not found.
InvalidScheduleDate Path taken if the format of ScheduleDate is invalid. You must use the ISO 8601 date format.
InvalidPhoneNumber Path taken if the PhoneNumber was not found or the format was incorrect.