Introduction

This FAQ complements the general guide on call rescheduling and focuses solely on the specifics of predictive campaigns. Its purpose is to explain the particular behaviors that can affect the execution of a callback in this type of campaign, such as the difference between automatic and manual callbacks within the cycle, the use of the specific callback phone number, the effect of answering machines, possible exclusion by filters, and the actual conditions required for a callback to effectively reach an advisor.

What Is the Practical Difference Between an Automatic and a Manual Callback in Predictive Campaigns?

In predictive campaigns, the difference is not only in who schedules the callback but also in how it enters the dialing cycle. An automatic callback directly enters the main callback flow. On the other hand, a manual callback is first associated with the advisor who scheduled it and must then be incorporated into the general flow before it can proceed with activation and possible dialing. Therefore, a manual callback is not immediately ready to be dialed.

What Internal Path Does a Callback Follow Within a Predictive Campaign?

A callback in predictive campaigns goes through several internal stages: first, it is scheduled, then it moves to a pending activation stage, after which it becomes available to be picked up by the dialing engine, and once triggered, it moves to a result or retry state. If the system detects certain conditions, such as an answering machine, it may return to an earlier stage to restart the cycle.

Are Manual Callbacks Ready to Be Dialed as Soon as the Scheduled Time Expires?

No. In predictive campaigns, manual callbacks first go through an internal process of incorporation into the main flow. Once this happens, they still need to wait for subsequent activation, just like any other callback in the system. In other words, even if the scheduled time has expired, it does not mean they are immediately dialable.

What Number Does the System Dial When Executing a Callback?

When the system executes a callback, it uses the specific phone number defined for that callback. This means it does not necessarily use the usual numbers from the record, but the number programmed for the callback. This is important because it allows the callback to be made to the exact phone number defined for that new contact.

What Happens to a Callback After the System Triggers It?

After the call is generated, the record internally changes status and remains pending for a result or retry. At this point, the system also prepares the next automatic attempt, incrementing the internal retry count.

What Happens If the System Detects an Answering Machine?

If the system detects an answering machine during a callback, the callback is not considered completed. In this case, the system reschedules it for 5 minutes later and returns it to the activation cycle. This means it restarts its internal path before attempting to dial again.

Can a Callback Be Excluded Even If It Was Already Ready to Be Dialed?

Yes. In predictive campaigns, a callback can be excluded if the campaign has active filters that end up affecting the query of records ready for callback. In practice, this means that a callback can have the correct status to be dialed but still not be picked up by the engine if the campaign filter excludes it.

Why Is the Point About Filters Important for the Client?

Because from a functional standpoint, it may seem that the callback "should have been dialed," yet it did not happen. If the campaign has active filters, the expected behavior of a callback can be affected by these conditions. For operational users, this means that a review of filters may be necessary when an apparently correct callback is not executed.

What Must Happen for a Callback to Be the Next Record Delivered to the Advisor?

It is not enough for the callback to exist or be ready. For it to be effectively the next record delivered, the advisor must be in the READY state exactly during the valid execution window. If this match does not occur, the callback may continue waiting even though the campaign continues to operate.

Can Normal Calls Continue While a Callback Is Waiting?

Yes. In predictive campaigns, it can happen that a callback continues to wait while the system continues to generate normal calls. This occurs because the callback can only be picked up under very specific execution conditions, and outside of that window, the engine continues to handle the normal dialing flow.

What Practical Conclusion Should a User of Predictive Campaigns Have?

The most important conclusion is that in predictive campaigns, a callback does not depend solely on being correctly scheduled. It also depends on how it entered the cycle, whether it was automatic or manual, the specific phone number defined for the callback, whether there was an answering machine, whether there are active filters, and whether the conditions for delivery to the advisor are exactly met. Therefore, when a callback seems delayed or does not execute as expected, the reason is often due to these specific rules of the predictive flow and not a failure in call programming.