Schedule a Callback

When you use the automated outbound dialer, you might have the opportunity to schedule a callback with yourself or with a non-specific agent using the same outbound dialing skill. You can choose to schedule the callback based on your time zone or the contact's.

When the time for an agent-specific callback arrives, you receive a notification the same way you would if you used a preview dialer. It contains information about the callback and gives you the opportunity to accept or reject the callback.

1. When you end the call with a contact, the Disposition window appears.

   

   Select a retry- or schedule-based disposition from the Choose Disposition drop-down. You might have a choice between whether you schedule the callback for any agent logged into the same outbound phone skill you are in right now, or you can schedule a callback for you specifically.

   

2. Specify the Date and Time when the contact wants the callback to occur.

   You can use the calendar icon to select the date or you can manually type it into the textbox.

   

   You can use the up and down arrows to select the time or you can manually type it into the textbox.

   

3. If the contact requested that you call back at a different number, replace the number in the Phone Number field.

   

4. Select the time zone you want to apply to the date and time you selected. The radio buttons should offer your time zone and the contact's as options.

   

5. Click Finish.

   

6. When the dialer delivers a callback that is not agent-specific, it dials automatically; however, when the dialer delivers an agent-specific contact back to you, it opens information about the original conversation and requires action to dial. Click Accept to call the contact back or Reject to refuse the call.