Short answer
The agent who booked it gets it first. If they don't take it within the grace period (15 minutes by default), it opens up to other agents, depending on your callback ownership setting: only the booking agent, anyone who can work the campaign, or anyone in the company. Routing rules (licensed state, skills, teams) still apply to whoever takes it.
The person who booked a callback knows the lead best, so they should get it. But if they're on another call, at lunch or out sick, the lead shouldn't be left waiting. DialerDay balances the two with a grace period and an ownership setting.
The timeline of a due callback
- Due time: the booking agent gets it first, in whatever campaign they're dialing.
- During the grace period (Settings → Queue priority, 0–240 minutes, 15 by default): only the booking agent can take it.
- After the grace period: it opens up according to your ownership setting.
The ownership setting
| Setting | After the grace period, who can take it |
|---|---|
| Assigned: belongs to the booking agent | Only the booking agent, unless their user is deactivated |
| Campaign (default) | Anyone allowed to work the callback's campaign (its teams) |
| Company | Any agent in the company, whatever campaign they're dialing |
In every case, the agent taking it must also pass the campaign's routing rules: licensed in the lead's state, the right language or skills, and the owner rules in owner-only campaigns.
Examples
Rep at lunch, default settings. Priya booked a 2:00pm callback, and at 2:00 Priya is offline. At 2:15 the grace period ends, and the next free agent on that campaign's team takes it.
Licensed advisor, strict ownership. Set to *assigned*. Sam's callbacks wait for Sam. If Sam is out all day, managers can reassign them from the Callbacks board.
Small team, company setting. Anyone dialing any campaign can pick up an overdue callback, which suits small teams where everyone covers for each other.
Claiming by hand
On the Callbacks board, an agent can claim:
- their own callbacks,
- unassigned ones,
- anyone's, once the grace period has passed (unless callbacks belong to the booking agent only).
Managers can claim or reassign any callback. DNC, do-not-disturb and invalid numbers still block the call.
When the booking agent leaves
Callbacks booked by a deactivated user are released to everyone eligible, even under the *assigned* setting, so nobody's callbacks get stuck.