The callback tab of the task properties allows you to specify the number of call attempts, and the time interval between attempts, for each call result exit code.
To open the callback tab for a particular task, in the tasks window right-click the task, select properties, then click the callback tab.
The tab allows you to specify the number of attempts, and the time interval between attempts, according to each call result exit code. On the other hand, you can use the max total calls feature (at the bottom of the tab), to specify the total maximum number of calls made for each specific address.
In this topic:
In askiafield, there are three types of callback available:
Standard callbacks on running lists: Allows you to specify the number of attempts for each call result code, the time interval between attempts, and the total maximum number of calls made for each specific address.
Callbacks by shifts: Allows you to define shifts, or blocks of time on a weekly calendar. Instead of defining the time between each callback attempt, the contact will be moved from one time shift to another, in its relative position within the shift. For example, if the original call was 10% though a shift, the callback will be done 10% of the time through the next shift. This option is best used if your shift are roughly equal lengths of time, because this ensures the callbacks are handled at sensible intervals. This callback type is available from version 5.3.0. For detailed information, please see defining shifts.
Callbacks by scripts: This is the most powerful callback feature, allowing you to create custom callback rules, but requires that you enter VBScript code to define them. The script is executed after all other callback types have been applied, so you only need define exceptions to the results of the other methods. This callback type is available from version 5.3.0. For detailed information, see defining callback scripts.
These callback types may be mixed within one task (although we advise caution, as the interaction between them can become complex). All callback options can be set in the survey task properties dialog and overridden for specific sample lists in the sample list properties dialog.
The following fields are available:
Attempts: The number of times the system will try to reach the addressee.
Next attempt: If you have specified more than one attempt, this field specifies the time period (in days, hours and minutes) that should elapse before the next, and any subsequent, attempts. To select a time interval, enter the time in days, hours and minutes. You can do this by clicking the value you want to enter (days, hours or minutes), and either typing the desired number or using the up and down arrows to change the number. The interval options that may be selected are:
After: a callback will occur after the stated time period has elapsed. Elapsed time is counted even if the list is inactive (e.g. no agents are connected). This means that the time can elapse after work has concluded on a given day, but before work commences on the next day; in this situation, the busy numbers will all be called at the start of the next day. To avoid this situation, consider using the after running option (see below).
After running: a callback will occur after the stated time period has elapsed, but elapsed time is counted only while the list is active (i.e. if it is stopped or idle,then any time elapsed is not counted). In other words, the elapsed time is only counted when at least one agent is logged in and working on the survey. Therefore, the elapsed time cannot run out between periods of work on the task.
Next shift: a callback will occur in the next working shift (see defining shifts for details on setting up your shifts). The time within the shift will be proportionately the same as the position of the original call within its shift. This is calculated as a percentage of time elapsed during the shift. For example, if the original call was at 10:00 (25% of the time through a 09:00-13:00 four-hour shift), the callback might take place at 16:00 (25% of the time through a 15:00-19:00 four-hour shift). This callback option works best if shifts are roughly the same length, as it ensures that callbacks occur at sensible intervals.
The following options are also available in the callback tab:
Create shifts/edit shifts: Opens the shift window, where you can define the working shifts you are using for this task. This allows you to use the next shift option for your callbacks (see above for details). See defining shifts for details on setting up your shifts.
Create script: Opens the call back script window, where you can define custom callback rules using VBScript. See defining callback scripts for details.