Essentials: DialBack Calls
If you're using Incoming Calls, this article will explain how lost incoming calls, or DialBack calls, are handled by Outbound.
DialBack logic
DialBack 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 DialBack logic.
What is a DialBack call?
If a Lead calls in and there are no available Agents to take the call, the Lead will be placed in a DialBack queue, with the status DialbackQueued.
When an Agent becomes available to take the call, Leads in the DialBack queue will be prioritised first, appearing as a DialBack in the Dialer. If there are no available Agents to place the DialBack call within the configured amount of time, then the Lead will leave the DialBack queue.
After leaving the DialBack queue, the Lead will revert to the status it had before the DialBack call.
The DialBack Queue
By default, the DialBack queue is 60 minutes.
If a DialBack in the queue is not answered by an agent within 60 minutes, the incoming call will change from DialBack Queued to Dialback Expired. If you require a longer queue duration, please reach out to support.
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 DialBack 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 DialBack logic will only assign the Lead as a DialBack 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 DialBack call is placed? The Lead will be removed from the DialBack queue and will be given the status Dialback Cancelled.
- The Lead doesn't answer the DialBack call?By default, a DialBack 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 DialBack 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 DialBack.
The Lead is not recognised by Outbound, and doesn't answer the DialBack 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 DialBack, then the Lead will be saved with an Automatic Redial status.
Where can I see if a call is a DialBack?
The following pages show call type icons next to each call:
Call Search, Quality Assurance, and Lead Log in Lead Admin and Search.
