Making and managing callbacks

Callbacks

In your agent account, when you are in the Outbound page, the number of due callbacks assigned to you will be displayed next to the Callbacks tab.

To see a list of outstanding callbacks:

1. Click the Callbacks tab.

2. To see callbacks due within a particular date range, click the calendar icons in the start and end fields for the Time interval. Click Reset to remove the date filter.
3. To filter the list to show callbacks for only one project, click the Project drop-down list and select the project.
4. To see all callbacks, only public callbacks, or only those assigned to you, click All, Public or Private respectively.

Calling a callback

To place the callback, either:

1. Click the icon to the right of the callback in the table.

Or:

1. Click the contact's name to open the contact card to review the contact's details before calling.
2. Click the green call button in the contact card.

In either case, proceed with the call as normal. At the end of the call:

1. Click the Close button in the call controls.
2. Click to select the appropriate outcome.

If the selected outcome does not automatically remove the callback from the callback list, you may want to manually delete the callback.

Editing a callback

To update a callback, in the Callbacks view:

1. Click the icon to the right of the callback in the table.
2. Update the details as required. To update the date of the callback to today, click the Today button.
3. Click the Update callback button.

Removing a callback

To delete a callback, in the Callbacks view:

1. Click the  icon to the right of the callback in the table.
2. Click the Delete option.

3. If you want to reinstate the contact to their original contact list, so they can be called again in the future, click to tick the checkbox Restore contact back to contact list. 
4. Click the Delete button.