Set a Callback for an OUTBOUND Call

Your system administrator may have provided completion codes to support immediate and/or scheduled callbacks during a campaign. These completion codes are also configured so that the storm will assign the callback to you, or that the callback is assigned to any available agent in the agent group.

1. During or at the end of a call, select the appropriate callback completion code from the completion codes list. (During a call, use the Wrap-up button to display the list.)

2. If you selected a scheduled callback, use the displayed forms to set the callback at a specific date and time, or after a set time period has elapsed.

3. Click Scheduled Callbacks.  
   

4. Your scheduled callbacks for the current day are displayed. You can select a date from the calendar to look at callbacks scheduled in the future.

Note: when you schedule an agent-owned callback, it can take up to five minutes before it is displayed in your callback schedule.

 
The selected date is shown in blue (13th June). Dates in dark grey (6th, 7th and 8th of June) indicate there are callbacks scheduled on those days. Dates that have passed are displayed in light grey and cannot be selected.

5. If you are presented with a Same Number editable field, use this to enter a different callback number if the contact has requested this.
6. Click the OK or Submit button to submit the callback completion code. For a scheduled callback, the system will attempt to present the contact record to you or to another agent provided the campaign is running at the scheduled time.

Note: if the completion code is configured to call you and you are unavailable within the callback expiry period (15 minutes by default), the callback is presented to another available agent.