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Respond to a Callback Request

Requirements: See Pickup.

To respond to a Callback request:

Double-click the Callback interaction, or select it and click the Pickup button.

Result: The Callback request appears in the Current Interaction view.

Click the Dial button to return the call.

Result: This creates a call that is associated with the callback request. For more information, see Callback Interaction.

Optionally, in the Interaction Notes Sidebar, click Add Note and add a note to the callback request.
Optionally, in the Interaction Properties Sidebar, do either or both of the following:
- Select the Callback request or the call and assign an Account code.
- Select the Callback request and assign a Wrap-Up code.

In the Current Interaction view, click one of the following buttons, depending on the result of your callback session:

Complete

Click this button to indicate you reached the requester and completed the callback interaction.

Note: This action disconnects only the callback interaction. You must disconnect the call interaction separately.

Retry Later

The Retry Later button appears only if your CIC administrator has enabled this feature. The CIC administrator also configures the maximum number of times agents can retry a callback request.

Click this button to remove the callback request from your queue and place it back on the workgroup queue in a "System" state. After the Snooze Time elapses, CIC transfers the callback request back to the workgroup queue. After this transfer, server parameters and handler customization can affect how the snoozed callback request is reprocessed. For more information, contact your CIC Administrator.

Attempt Failed

Click this button to indicate that you cannot complete the callback request. It could be that the phone number is incorrect or that no one answered after the last allowed attempt.

Tip: If your CIC system is appropriately configured, you may be able to select a Wrap-Up code that explains the reason for this failure.

If your outgoing call is still connected, select the call interaction and click Disconnect.

If needed, separately disconnect the Callback request.

Note: If Wrap-Up Codes are configured for your workgroup and you have not assigned one, you are reminded to assign a Wrap-Up code when you disconnect the Callback request.