How a Callback presents itself to an Agent

IPFX for Outlook

How a Callback presents itself to an Agent

This is an Additional Module

When a Callback presents into the queue it will deliver to an agent like a normal call based on the settings a Supervisor sets up for access levels.

  • The call will present on either the Popup Screen or when presented to the agent, voicemail will play the message to the agent and then ask the agent the following:
  • Press 1 to Reply
  • Press 2 to Reschedule
  • Press 3 to Delete
  • Press # to Accept (when # is selected, this will automatically dial out to the number the customer has entered).

Note All users MUST select a Wrapup Code after a Callback has been taken. If you do not require Wrapup Codes on Callbacks, please advise your Administrator so they can turn this default function off.

The toolbar above 'Caller Information' shows the above options that the agent can select from to do the same functionality as below.

Screenshot Template

Note Callback calls, when being distributed to an agent should be dealt with as a normal call would be, a callback call should NOT be hung-up on at any stage.
The correct procedure for handling callback calls is either:
Screenshot Template Accepting the callback, or
Screenshot Template Rescheduling the callback for a later time.
If a callback call is hung-up on (without being rescheduled) the call will be placed back into the queue but will not keep its position in the queue.

See Also

Viewing Queue Calls

Queue Calls

Document Queuing