Requires the user to be assigned to a call queue with an ACD License where the call queue has call backs feature.

 

Overview

Step by step instructions below on how to answer a "call back" from the call queue.

Instructions

1. You will receive a toast pop like normal but instead of a Yellow Phone it will have a Blue Arrow to indicating that it is a call back.

     a. This will also be reflected in the Call Queue.

2. After clicking Pickup, you will be presented with another screen:

3. Click Make Call

     a. This will take your phone off hook and dial the customer’s phone number.

     b. The system will call the phone the user is logged into via Desk phone, Remote number or SIP Softphone.

4. Once the call starts/ends the three options at the bottom will be enabled.

      a. You can choose from one of the following:

• Callback Complete
• Retry Later
  • Retry Later Timer:  Places call back into the queue for 2 minutes then send it to the next available agent.
  • Retry Later Attempts: 2 - Retry Later allows for 3 total attempts at Callbacks.
• Attempt Failed
  • Call failed – This hangs the callback up and prevents it from going back into the queue.