Scheduling a callback

Last Updated : May 29, 2024 |

About this task

Schedule a callback if a customer wants to move the call to a later date and time. Add notes to the callback to provide additional information about the customer or a reason for scheduling the callback. You can schedule a callback based on the customer's timezone or your own timezone.

Note:

If you schedule a callback for an external number, you must type a country code followed by a separator sign before this number. An account administrator configures the separator sign in Proactive Outreach. For example, the administrator can configure the hash sign (#) as the separator sign.

Before you begin

Ensure that Avaya Workspaces displays a Proactive Outreach interaction card.

Procedure

  1. On the Proactive Outreach Tools widget, in the Phone Number list, select a number.

    Avaya Workspaces displays the selected number as the main customer number when routing the callback to an agent.

  2. Optional To schedule a callback for an external number, do the following:
    1. Click External number.
    2. In the Phone Number field, type a number.

      You must type a country code followed by a separator sign before the number. An account administrator configures the separator sign in Proactive Outreach.

    3. To view if the number is in the DNC list, click Check in DNS.
    4. In the Timezone list, select the customer's timezone.
  3. In the Time Option section, select one of the following:

    • Customer Time: To schedule a callback based on the customer's timezone.

    • Local Time: To schedule a callback based on your local timezone.

  4. In the Callback Start Date list, select the start date and time for the callback.

    Avaya Workspaces displays this customer's Proactive Outreach interaction card to agents from the selected date and time.

  5. In the Callback Expiry Date list, select the end date and time for the callback.

    Avaya Workspaces does not display this customer's Proactive Outreach interaction card to agents from the selected date and time.

  6. In the Callback Type list, select one of the following:

    • Standard: Avaya Workspaces displays this customer's Proactive Outreach interaction card to agents associated with your queue.

    • Campaign: Avaya Workspaces displays this customer's Proactive Outreach interaction card to agents associated with the campaign that you select from the list.

  7. Optional In the Callback Notes field, type the callback description.

    You can type a maximum of 250 Unicode characters.

  8. Optional In the Previous Callback Notes field, view the callback description that the previous agent added.

    If the previous agent did not add a description to the callback, this field is empty.

  9. Click Set Callback.
Related information
Working with the DNC list
Scheduling a callback