Callback Management (Terugbelverzoeken)

Overview

Callback management enables KCC agents to schedule, assign, and track callback requests (terugbelverzoeken). Agents can log callback attempts, claim group-assigned tasks, complete callbacks, and reassign tasks to other users or groups.

Standards

Standard	Usage
VNG Klantinteracties (InterneTaak)	Task entity mapping (gevraagdeHandeling, status, toegewezenAanMedewerker)
Schema.org (Action, ScheduleAction)	Semantic type annotations
GEMMA Terugbelverzoeken	Workflow: Nieuw > Ingepland > Gebeld > Afgehandeld / Niet bereikt

Components

Component	Path	Purpose
CallbackService	lib/Service/CallbackService.php	Business logic: attempts, claims, transitions, thresholds
CallbackController	lib/Controller/CallbackController.php	API endpoints for callback operations
CallbackOverdueJob	lib/BackgroundJob/CallbackOverdueJob.php	Background job for overdue detection
Task Schema	lib/Settings/pipelinq_register.json (task)	Data model with callback-specific properties

API Endpoints

Method	URL	Purpose
POST	/api/callbacks/{id}/attempts	Log a callback attempt
POST	/api/callbacks/{id}/claim	Claim a group-assigned task
POST	/api/callbacks/{id}/complete	Complete a callback task
POST	/api/callbacks/{id}/reassign	Reassign to another user/group

Status Transitions

open -> in_behandeling (via claim or manual)
in_behandeling -> afgerond (via complete)
in_behandeling -> verlopen (via overdue job)
afgerond -> open (reopen)
verlopen -> open (reopen)

Implementation Date

2026-03-25

OpenSpec Reference

• Proposal: openspec/changes/archive/2026-03-25-callback-management/proposal.md
• Spec: openspec/specs/callback-management/spec.md