Setting a Callback

Agents have the ability to set two types of callbacks:

• Agent Specific Callbacks (AgentSPCB) - These callbacks will go to the agent specified when initially setting up the callback. The system will notify the agent of the callback a few minutes before it is scheduled to happen.
  
• System Callbacks - These callbacks will be automatically be dialed by the system and will be handed to any available agent in the same campaign.
  

Agent Specific Callbacks

To set an agent specific callback, the agent must have a record pulled up on their screen. From there, they should click the "Callback" button on their left menu.

Once the button is clicked, a pop up will display defaulting on the Agent specific callback type.
From this window, agents will be able to select the username to set the callback for (this is defaulted to their own username) as well as callback time/date and callback comments.

Note: The callback window will display local time to the agent and local time to the customer (based on area code). The agent can choose to make a callback based on customer time or their time.

Once the agent clicks on the "OK" button, the lead will be removed from their screen and the agent will move on to the next call.

The system will notify the agent of an agent specific callback first by flashing the callback button on the left menu as shown here:

In addition to the flashing notifier, they will also get a pop up notification on the bottom right side of their screen, it will look like this:

If the agent is not currently on a call or is not in wrap up mode (dispositioning the call), the callback window will automatically pop up in list view and will display any active callbacks the agent currently has.

Regular System Callbacks

To set a regular system callback, the agent should click the "Callback" button on their left menu.

Once the callback window pops up, they should click on the "Regular Callback" tab.

Once the regular callback tab is clicked, they will be given the ability to choose a date and time of day for the lead to be called back. This callback will be handed to any available agent logged into the campaign.

Once the agent clicks the "OK" button, the lead will be dispositioned and the agent will be free to move on to the next call.

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