Schedule a Call Back

A Callback is an Outbound Call requested by a contact. Agents can schedule a call back during a voice Interaction. At the scheduled date and time, Acqueon Workspace routes the interaction to an Agent.

To schedule a callback:

1. On an active outbound call, click the Callback icon in the call control tab. The screen displays Call Back dialog.

2. The Call Back dialog contains the following information:

   1. Current Time - Shows the current time.

   2. Phone Number - Update the phone number, if necessary. The phone number defaults to the caller’s ANI.

   3. Date and Time - Select the date and time to schedule a call back using Date and time picker.

4. Click Schedule CallBack.

5. To abort the action, click the Close icon on call back dialog.

Note:

You cannot schedule multiple callbacks for a single interaction. After you schedule a callback, a badge on CallBack button is shown to alert that agents that call back is scheduled.