Using the Call Back Feature

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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 blue 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 hasn't been previously classified 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 call backs.

Accept the Call Back - Note: If the call back connects to voicemail or is answered, the task is considered complete and will be removed from the queue. If the call back does not connect, the task is not considered complete and will remain in the Call Back queue. Once completing the call back, 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 call back. Upon accepting the call, the call bar will read “Call to <<number>>”. Note: If connected via computer, you will need a headset and after clicking Accept, Chrome will ask to use your microphone. Clicking Allow will connect you to the caller. Clicking Block will send the call to the next available Agent. If your call bar goes directly to No Mic status instead of connecting to the call, you will need to update your microphone permission settings in Chrome.
(G) Matching Lead number - If accepting a call back 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 call back from a Customer, the system will open directly to the corresponding Customer card.

(I) Unknown number - If accepting a call back from an Unknown number, the system will open directly to the Greeting card allowing you to create a new Lead or match the number to an existing Lead or Customer.

Reject the Call Back

(J) Reject - Regardless of your connection method, click to reject the call back. This will close the alert and send the call back to the next available Agent in the queue. Depending on your management’s settings, you may also be placed in an Inactive status.