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Working with Callback Requests

Using the Callback feature, visitors to your company’s website can leave a request for an agent to call them back. A visitor starts the Callback process by clicking the appropriate button on a web page and completing information in a Callback dialog box. Customer Interaction Center routes the request as a callback interaction and it appears in the appropriate queue.

Note: In addition to calling the visitor back, you can assign an account code and a Wrap-Up code per call. You can also add notes related to the callback.

Callback Interaction

A callback request and the call made in response to a callback request are identified by their icons. The Details column for the callback request shows the subject the website visitor entered. The Details column for the call made in response to the callback request shows the number dialed.

Note: The View Queue Columns Access Control right determines whether you can display the Details column in My Interactions or other queue views.

A callback request and the call made in response to a callback request are identified by their icons.

When you pick up a callback request interaction, it appears in the Current Interaction view.
When you pick up a callback request, its state changes to ACD Assigned: (Agent name), and other agents are not able to respond to this request. However, if the callback request is transferred to you, or if you pick it up even though you are a not a member of the workgroup to which it was routed, its state changes to Connected.
When you make a call in response to a callback request, the new call is associated with the Callback request as a child item. It is indented under the original callback request.
As with all interactions, a callback request remains in the workgroup queue unless a non-member of the workgroup picks it up. If a non-member of the workgroup picks it up, it disappears from the workgroup queue.