(9.0+) Scheduled Callback Limits

  • Scheduled Callback Limits determine the number of Callbacks to be allowed per 15 minute increments.
  • Settings in Schedules > Operation Schedules override the settings in Days to Offer Scheduled Callbacks and Scheduled Callback Limits.
  • Callbacks are not offered outside of scheduled Business Open and Business Close settings.
  • Scheduled Callbacks are offered when Enable Scheduled Callbacks is ON, found in Voice Experience >Menu Options.
  • Operation Mode in Call Flow > Treatment determines whether Scheduled Callbacks are offered.
    • Normal, AfterHours, and DateBook modes offer Scheduled Callbacks by default.
    • Virtual Queue Mode requires Enabled Scheduled Callbacks and Scheduled Callback in Virtual Queue Mode to be ON, found in Voice Experience > Menu Options.
Note:When deciding the number of callbacks allowed, never exceed 50% of the number of agents staffed at that time in order to prevent interference with normal incoming calls. Scheduled Callback Limits
  • Changes only affect the selected queue.
  • Use the drop down menu to select other available queues.
Using List View (default)
SettingFunctionDescription
Day
  • Use the + button to add more time ranges.
  • Business Hours override these settings.
  • Settings must cover all 24 hours.
  • Time ranges cannot overlap.
  • Ranges must have a start time and end time in the correct order.
  • Warnings will display for any incomplete schedules.
  • One row must remain for each day, set Callbacks to 0 if none are offered.
Time RangeUse clock icon or manually to enter time ranges, account for all 24 hours.
Callbacks per 15 minutes
  • Use the +/- icon or manually enter a time range to set the number of scheduled callbacks permitted during those hours.
  • Range of callbacks allowed is 0 -9999.
  • Default is 15 callbacks per 15 minute time slots.
  • For 24 hours, use 12:00 AM to 12:00 AM.
  • Missing Range xx - xx warning will display unless all 24 hours have settings configured.
Using Table View
SettingFunctionDescription
Day of the Week
  • Select a day to set time slots for callbacks.
  • Updates can be made to multiple days before saving.
  • Business Hours override these settings.

Hours and

15 minute time slots

  • Manually enter the number of callbacks permitted per 15 minutes.
  • Range of callbacks allowed is 0 - 9999.
  • Default is 15 callbacks per 15 minutes.