Scheduling a callback in local time

A callback is a promise. In DialSplice it is a work item owned by one agent, scheduled in the contact’s location time zone, with a not-before time. It does not appear in the Callbacks view until that time arrives, so it cannot be worked early by mistake.

Steps

1. During or after the call, set the disposition to Callback requested and click Save.
2. In the Follow-up & retry control card, set the callback time. Enter it in the location’s local time; the card labels it, for example “Tue 4:00 PM · Northgate local”. You do not convert time zones yourself.
3. Confirm the owner. By default the callback is owned by you and shows “owned by M. Ortiz · contact Daniela Reyes” style text. Ownership stays with you unless a manager moves it to Coverage.
4. Click Keep schedule to confirm. The ledger records the callback with its not-before time and reserves the next attempt, for example “attempt 4 of 5 reserved”.

What you’ll see

• The card shows “Not before 4:00 PM local” under Eligibility, with the cadence line, for example “Cadence 2h → 4h → next business day”.
• The item is ineligible until the not-before time. At that time it surfaces in the Callbacks tab with a line such as “Callback · due 4:00 PM local · attempt 3 of 5”.
• If the location policy includes a confirmation SMS or a reminder an hour before, those steps run only if the preflight passes at send time.
• You may receive a “Callback due in 10 minutes” alert, depending on the notification policy.

Keeping the promise

When the callback surfaces, open it, check the preflight, and call from your phone app. Set a disposition as usual. If the contact does not answer, the cadence decides the next attempt.

If something looks wrong

• The time looks off by hours. Check that you read the location’s local time, not your own. The contact card shows “Local 3:52 PM” for reference.
• The callback would land after the SLA window. The card shows “Needs approval”. Use Defer → manager rather than forcing the time.
• You will be off shift at that time. Ask your manager to move the callback to Coverage so another agent can own it.

Related

• Deferrals and manager approval
• Retry cadence by location
• Claiming and releasing a work item