Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Making Intelligent Outbound Calls/ Managing Outbound Call Tasks/ Configuring an Outbound Call Task/ Configuring Recall Policies
Updated on 2025-11-07 GMT+08:00
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Configuring Recall Policies

For completed outbound call data, the outbound call data that meets the recall policy can be recalled. If Outbound Call Failure Cause and Business Result are not specified in the recall policy, only the outbound call failure data is called.

Prerequisites

  • You have contacted the system administrator to set OBS URL Mode to HTTP-based Interconnection on the Call Center > Tenant Management page.
  • You have the right to click the Recycle button.
  • Only System Automatic Outbound Call tasks (Preview Outbound Call, Predicted Outbound Call, Preempted Outbound Call, and Fixed Outbound Call) and Robot Outbound Call tasks are supported.

Procedure (Predicted Outbound Call as an Example)

  1. Sign in to the AICC as a tenant administrator and click to sign in as an agent.
  2. Choose Outbound Call > Call Mgmt, click , set Call Type to System Automatic Outbound Call, and click .

    Figure 1 System Automatic Outbound Call

  3. On the Create System Auto Outbound Call page, set Task Type to Predicted Outbound Call. Set Basic Information, Outbound Call Duration, Task Strategy, and Call Strategy by referring to Creating Predicted Outbound Call Tasks.
  4. Click to enable the recall policy. Set Outbound Call Failure Cause and Business Result.

    Figure 2 Recycle Policy page

  5. Create and start a batch by referring to Batch Management.
  6. Add outbound call data by referring to Configuring Outbound Call Data.
  7. Return to the Call Mgmt tab page, select the created outbound call task, and click . The outbound call task starts to be executed. After the call is completed, click the outbound call task name to view the generated completed call data.

    Figure 3 Completed call data

  8. Click Contact List in the Operation column corresponding to an outbound call task. On the Batch Management page that is displayed, click the Recycle button. The recall confirmation page is displayed.

    Figure 4 Recall confirmation dialog box

  9. On recall confirmation page, click OK.
  10. Click . On the Recycle Record page, a record in the Waiting state is added to the recall record. After the background scheduled task identifies the record, the outbound call is re-executed.

    Figure 5 Recycle Record page
    1. The number of recall records is controlled by the tenant parameter Maximum number of single recycle task. The default value is 500000, and the maximum value is 2 million.
    2. The background scheduled task is executed every 5 minutes.