The purpose of the Call Back feature is to provide inbound callers the option of having an Agent call them back instead of waiting on hold if no Agents are available. Once an Agent becomes available, the system will automatically initiate the callback by dialing the Agent as indicated with the below CallPop. Once the Agent accepts the call, CallPotential will connect to the caller.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Depending on your management’s settings, you may receive callback requests from Leads, Customers, or Unknown numbers.
Callbacks are only possible if you are an available Agent.
CallBack Alert Information
(A) Caller name & phone number - If provided by Caller ID, the caller’s name and phone number will be listed.
(B) Call type - If recognized by the system as a Lead, Customer or Previous Customer, the corresponding label is provided; green for Lead, orange for Customer, or grey for Previous Customer. Callers who are both a Customer and an active Lead will show both labels. A grey label will appear with the text, Unknown, if the number isn’t recognized by the system.
(C) Location - The location where the call originally dialed into.
(D) Ad Source - The ad associated with the number used to dial into.
(E) Queue - This represents a group of Agents designated by your management team and is configured by your management team specifically for callbacks.
Accept Callback - Note: If the callback connects to voicemail or is answered, the task is considered complete and will be removed from the queue. If the callback does not connect, the task is not considered complete and will remain in the CallBack queue. Once completing the callback, the Agent may be placed in a Cooldown status and the call will appear in the caller’s History.
(F) Start Call - Click to initiate the callback. Upon accepting the call, the call bar will read “Call to <<number>>”. Note: If you connected via a computer, you will need a headset to accept a call.
(G) Matching Lead number - If accepting a callback from a Lead, the system will open directly to the corresponding Lead card. The system will also directly open to a Lead if the caller is both a Customer and an active Lead.
- (H) Matching Customer number - If accepting a callback from a Customer, the system will open directly to the corresponding Customer card.
- (I) Unknown number - If accepting a callback from an Unknown number, the system will open directly to the Greeting card allowing you to start a new Lead or match the number to an existing Lead or Customer.
Reject Callback
(J) Reject icon - Regardless of your connection method, click to reject the callback. This will close the alert and send the callback to the next available Agent in the queue. Depending on your management’s settings, you may also be placed in an Inactive status.
