Schedule a Callback

A callback can be scheduled on a callback interaction or a phone call interaction.

To schedule a call back:

1. Click the Schedule a Callback button that is available when handling a call or when a call is placed to an agent.

2. Fill in the appropriate details for the callback:

   • Date: select or type in the date.

     Note: A callback cannot be scheduled for more than 30 days in future.

   • Time: select the time of the callback.

   • Time zone: select the time zone.

   • Phone number: enter the phone number that contact prefers for callback.

   • Route callback to me if possible: Select to route the callback to yourself. If this option is not selected, the call is directed to the next available agent in the queue.

3. Click Schedule.

   Result: At a scheduled time, the agent receives an alert about the call.