Use this procedure to schedule a callback for a customer at the customer-preferred date and time.
Important:
The fields such as External No, Check in DNC, Callback Expiry, and Override (Overriding Callback) can be configured as per the user requirements. These fields are available for use only if they are configured by the administrator.
Procedure
Log in to Avaya Workspaces for Elite as an agent.
In the Outbound Tools area, click the Callback tab.
Select the Override check box to override the existing callback to schedule a new callback.
After scheduling a callback, all the fields and buttons of the callback screen are disabled. When you select the Override check box, to override an existing callback, all the fields and buttons of the callback screen are enabled.
In the Phone Number field, select the phone number for the callback from configured phones.
For an external phone number, select the check box and do the following:
In the External no field, type the phone number.
When you type the phone number, you have an option to check if the number is in the DNC list by clicking the Check in DNC button.
The external number must contain a country code. The country code must be followed by a separator, and the phone number. The separator must be the same as configured in the POM global configuration. The external number must not contain any other special character except the separator set in the global configuration. The special characters which are permitted as the separators in the global configuration are “#”, “$”, “&” and “%”. If country code is not specified, the system uses the default home country code. For example, 91#79XXXXXX79.
In the Timezone field, select the time zone of the customer.
In the Time Option field, do one of the following:
To select the time at customer’s end, select Customer Time.
To select the local time of the agent, select Local Time.
In the Callback Start field, select the date and time to schedule the call.
In the Callback Expiry field, select the date and time indicating the end of the callback.
By default, the time in the Callback Expiry field is set to 30 minutes after the time in the Callback Start field.
In the Callback Type field, select one of the following:
Self: The callback task is assigned to the agent who scheduled the callback.
Standard: The callback task is assigned to any agent whose skills are same as the agent who scheduled the callback.
Agent: The callback task is assigned to the agent who is selected while scheduling the callback. If this agent is unavailable, the task is assigned to any agent whose skills are same as the agent who is selected for the callback. You can also search an agent using agent id, name or status.
Campaign: The callback task is assigned to any agent who has the skills required for the selected campaign. You can also search a campaign using name, status or type.
In the Callback Notes field, type the details of the callback. You can enter a maximum of 256 characters.
In the Previous Callback Notes field, you can view the callback notes or the callback notes history depending upon the configuration.
Click Set Callback.
Note:
When a callback is scheduled for a customer at a particular time, the agent receives a notification for the callback at the scheduled time. If an agent attempts to schedule a callback for the same customer number, as the callback is already in process, the server displays an error message stating Unable to create callback.
