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Schedule a Callback

There are two types of callbacks that you can reschedule:

Rescheduling a Callback

You can reschedule an Outbound campaign call (for example, if the contact is too busy to respond now) to a different date and/or time by using the Schedule a Callback function.

In the Outbound campaign–call interaction window, in the call-action tool bar, click Schedule a Callback (IW Outbound Reschedule Button 850.png). The Schedule a Callback view is displayed.

Click the Schedule Callback check box to reschedule the call. After you have specified a new date and/or time and, if necessary, a new number, click End Call (IW End Call Button 850.png) to disconnect the call. Click Mark Done (IW Mark Done Button 850.png) to schedule the callback. The Schedule a Callback button changes to IW Outbound Rescheduled Button 850.png after the callback has been scheduled.

To set a new date, either enter a new date in the date field or use the calendar view to click a new day. Use the left and right arrow buttons to change the month and year.

To set a new time, either enter a new time in the time field or use the up and down arrow buttons to change the hours, minutes, and seconds.

Click Personal Callback to schedule the callback from you personally. Leave the Personal Callback check box clear to send the interaction back to the calling queue.

To select a new number for the contact, click the Phone drop-down list, and choose a different number.

To add a new number that is to be used for the callback, click New Phone Number. The Add New Number view is displayed. The following options are available for you to use:

  • Phone—Enter a new phone number that is to be used for the scheduled callback.
  • Type—Select a voice or other media type, such as a mobile phone.
  • From—Select a start time for which the device can be contacted.
  • Until—Select an end time for which the device can be contacted.

Rescheduling a Web Callback

You can reschedule a Web Callback call (for example, if the contact does not answer at the time that he or she requested the Web Callback) to a different date and/or time by using the Schedule a Callback function.

In the Web Callback Preview window, in the call-action tool bar, click Schedule a Callback (IW Outbound Reschedule Button 850.png). The Schedule a Callback view is displayed.

Click the Schedule Callback check box to reschedule the call. Use the On field to enter a new date, or use the Calendar picker to click a new date. Specify a new time and call duration by using the From and Till fields. The clock-face display will update to show the new "from" time.

If necessary, you can specify a new number by selecting a number for the contact from the To drop-down list.

After you have specified a new date and/or time and, if necessary, a new number, click the X to close the Schedule a Callback view. The Schedule a Callback button changes to IW Outbound Rescheduled Button 850.png after the callback has been scheduled.

Click Mark Done (IW Mark Done Button 850.png) to schedule the callback to the date and time that you specified. At the specified date and time, the Web Callback interaction notification is displayed on your desktop.

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This page was last modified on February 27, 2014, at 06:55.