Essentials: Dial-back Calls
If you're using Incoming Calls, this article will explain how lost incoming calls, or Dial-back calls, are handled by Outbound.
Dial-back logic
Dial-back logic can be applied to three types of calls:
- The caller hung up
- Timeout - end of the queue time
- No Agent available (this can be controlled in Incoming Configuration >Lead Handling > Queue policy
Calls made outside of opening hours are not part of the dial-back logic.
What is a Dial-back call?
If a Lead calls in and there are no available Agents to take the call, the Lead will be placed in a Dial-back queue, with the status DialbackQueued.
When an Agent becomes available to take the call, Leads in the Dial-back queue will be prioritised first, appearing as a Dial-back in the Dialer. If there are no available Agents to place the Dial-back call within the configured amount of time, then the Lead will leave the Dial-back queue.
After leaving the Dial-back queue, the Lead will revert to the status it had before the Dial-back call.
How are the Agents Selected?
When an Agent becomes available, the first Leads to pop up are DialbackQueued calls.
Which Agents are eligible to make the Dial-back are based on their Campaign Access rights, and Lead Ownership Code (i.e., the Lead Ownership Code of the Dial-back Lead must be in the Agents’ list of Lead Ownership Codes).
For example: If a Lead had the status Private redial before they called back, then Dial-back logic will only assign the Lead as a Dial-back to the correct Lead owner. Common Redials will naturally go to any Agent that are active in the respective Campaign.
What happens when...
- The Lead calls again and is connected to an Agent before the Dial-back call is placed?The Lead will be removed from the Dial-back queue and will be given the status Dialback Cancelled.
- The Lead doesn't answer the Dial-back call?By default, a Dial-back Lead will only be in the queue for 60 minutes. If this period passes and the Agent was unable to contact the Lead, then the Lead will be given the status Dialback Expired and be removed from the queue.
- The Lead is removed from the Dial-back queue?If the Lead was found during the incoming call, then it will retain the same status it had before the incoming call.
- There are several missed calls from one Lead?If the same Lead has called multiple times, then only the last call has the status DialbackQueued. Any previous calls have a Dialback Canceled status and are removed from the queue.
- The Lead has multiple numbers?In the case when the system finds a Lead matching the calling number, and the Lead has multiple numbers, then the calling number will be prioritised as the Dial-back.
The Lead is not recognised by Outbound, and doesn't answer the Dial-back call?If you have selected Action on no Lead found - Connect as new in Incoming Configuration, then a new Lead will be created with only the phone number.
If there is no answer from the Lead during the Dial-back, then the Lead will be saved with an Automatic Redial status.
