Configure the callback behavior for Omnichannel Callback for Customer Service Management

such as enabling agent-scheduled callbacks, setting the maximum number of retry attempts or defining the expiration time, in Omnichannel Callback for Customer Service Management.

Before you begin

Role required: admin

Procedure

1. In the navigation filter, enter sys_properties.list.
2. In the Name search field, enter sn_callback.
3. Configure any of the properties listed in the following table.

   Table 1. Callback properties field description

   Property	Default value	Description
   sn_callback.callback_expire_time	60	Callback timeout in minutes after which the callback task is closed.
   sn_callback.callback_max_retry_attempts	5	Maximum retry attempts after which the callback task is closed.
   sn_callback.enable_scheduled_callback	true	Option to enable scheduled callbacks by enabling customers to select a time slot for callback.
   sn_callback.enable_agent_scheduled_callback	Boolean	Enable the agent-scheduled callback feature. When enabled, agents can schedule callbacks on behalf of customers from CSM/FSM Configurable Workspace.