Call prioritization in voice-blended work queues determines how scheduled callbacks are queued and dialed when both inbound and outbound voice interactions share the same queue. In a blended environment, inbound calls and outbound callbacks compete for the same agent pool, making it essential to manage callback dialing so inbound demand is not negatively impacted.

Callbacks can be scheduled using different dialer models—Agent First, Customer First, or Callback IVR. While the dialing experience varies across these models, the traditional approach dialed callbacks strictly based on their scheduled time, without considering inbound queue load or priority. This often resulted in callbacks being dialed even when inbound customers were waiting.

Callback prioritization solves this by introducing a queue-based control mechanism. Scheduled callbacks are represented as dummy tasks within the work queue. These tasks follow standard queue prioritization and assignment logic, ensuring callbacks are dialed only when they reach the appropriate priority and agent availability conditions are met.

Callback Journey and Prioritization Logic

For detailed steps on scheduling callbacks, see Schedule a callback when waiting on IVR.

How Callbacks Are Scheduled

Callbacks are scheduled through the Voice IVR using the Schedule Callback node. During this process, the outbound call is configured and assigned to a work queue, journey, or specific agent.

How Prioritization Works

When a callback is assigned to a work queue:

• The system creates a dummy callback task that represents the scheduled callback within the queue.

• At the scheduled time, this dummy task becomes eligible for queue entry instead of immediately triggering an outbound dial.

• The queue evaluates the dummy task alongside other tasks (such as inbound calls) using existing routing priorities and ranking logic.

• If higher-priority tasks exist, they are assigned first, and the callback task waits.

Dynamic Priority Control

Callback priority can be adjusted through routing configurations, allowing callbacks to be positioned appropriately relative to inbound work.

Assignment Process

Once the callback task reaches the highest priority:

• The ACD routing loop checks for an agent who meets the required skills, capacity, and availability.

• Instead of assigning the task directly, the router signals the dialer that an eligible agent is available.

• If the agent becomes busy before the customer completes the IVR flow, the callback is re-queued and assigned to the next eligible agent.

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Queue Capacity Management

To prevent overload:

• The number of dummy callback tasks allowed in a queue is capped using a DP-controlled limit:

  Number of agents in the queue × configurable factor

• Enable this feature using the DP:
  SCHEDULED_CALLBACK_VIRTUAL_QUEUE_ENABLED

• If the limit is reached, additional callbacks are deferred and retried after a fixed interval (For example, five minutes).

This cycle continues until capacity becomes available, ensuring callbacks are dialed based on queue priority and agent readiness, not just scheduled time.