Utilizing the Call Back feature

The purpose of the Call Back feature is to allow 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 them with the caller.

Note

Italicized terms represent clickable icons on the specific screen being discussed.

Based on your management's settings, you may receive call back requests from Leads and Customers.

Call backs are only possible if you are an available agent.

Receiving a call back notification will start once you have ended your current call.

CallPop - The CallPop includes all standard information.

(A) Call Icon - This icon appears indicating this is a call back request.

Accept the Call - The system will bring you to the Greeting tab once the call is connected.

(B) Accept icon - Click to initiate the call back. After accepting the call, the system will begin dialing the number shown in the CallPop. You will hear ringing while the call is connecting.