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Callbacks don't come up automatically

Written by Line Jensen

If you don't receive scheduled callbacks in the dialer, here are some reasons you can use to troubleshoot.

The callback has reached its maximum limit of what is allowed according to the campaign settings

  1. Go to the contact log on the lead and see how many contact attempts (callbacks/aut. redials) have occurred.

  2. Next, check how many contact attempts are allowed according to the campaign.

    1. Go to Settings in the menu on the left and choose Campaigns.

    2. Find the campaign where the lead is located and click on the name to edit.

    3. Click on Call from the General settings and check the numbers next to

      1. Aut. or shared callback - close on contact attempt X

      2. VIP or private callback - close on contact attempt X

  3. If the callback has reached the max. amount of contact attempts, it is closed and will not return as a scheduled callback to the agent.

There are many exceeded callbacks

  1. If an agent has many exceeded callbacks (maybe they've been on vacation for a week and return to a lot of callbacks that are overdue).

  2. In this case, the callbacks that are "most exceeded" will pop up first.

  3. You can see if this is the reason by going to Dialer in the menu on the left. Click on Schedule in the top bar and choose Callbacks.

  4. If there are many leads located in here with red crosses next to their name, they are overdue.

No call has been made on the campaign

  1. For the callbacks to appear, the agents have to be located on the campaign where they scheduled the callback (also, where the lead is located).

  2. If you want to let agents receive scheduled callbacks across campaigns, you can go to Settings in the menu on the left and choose Account.

  3. Find Prioritize callbacks across campaigns and activate. Remember to scroll to the bottom and click Update client settings.

The default callback type is set to 'shared'

  1. If the campaign settings have applied the default callback type as Shared callback, the callbacks are not - per default - saved as a private callback to the specific agent.

  2. To find out what the settings are, go to Settings and choose Campaigns. Locate the campaign in question and click on the name to access editing mode.

  3. Go to Call in the General settings and see what is chosen under Standard callback type. If you'd like to change this, you can choose Private callbacks instead.

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