Callback Interface

There are two modes of callbacks (the mode that you use depends on the configuration of your Callback interface): Dial mode and Preview mode. When a callback interaction is directed to your Genesys Desktop, a yellow phone icon (shown below) flashes on the Batch Navigation pane. It has a small arrow in the top-left corner to indicate that it is a callback interaction.

Note: The contact might be associated with the Universal Contact Server (UCS) database.

Action Keys and Buttons (Left Pane)

This area displays information related to the callback request. The following table defines the functions that are available in the Callback section:

Action

Function

Conference

Enables you to make a voice conference interaction with another person. Click to open a window in which you can enter a phone number. Toggles to the Conference Completed button.

For details, see Using Conference.

Conference Completed

Completes the voice conference interaction. Toggles to the Conference button.

Transfer

Enables you to transfer voice interactions to another person. Click to open a window in which you can enter a phone number.

Transfer Completed

Completes the voice transfer.

Hold

Puts the customer on hold. Toggles to the Un-Hold button.

Un-Hold

Indicates that the contact is on hold. Click to retrieve the contact. Toggles to the Hold button.

Alternate

During a transfer or a conference, enables you to put one person on hold while you talk with another person.

Mute

Enables you to speak with someone during a phone call, without the contact being able to hear you.

Record

Enables you to instantly record the voice interaction for later playback (for SIP only). Toggles to the Stop button.

Stop

Enables you to stop recording the voice interaction (for SIP only). Toggles to the Record button.

Pencil icon

Toggles between the phone pad, on which you can dial a number, and the combo box that displays all the phone numbers of the selected contact.

Dial keypad

Enables you to enter a new phone number or modify the one in the Phone number box. During an active interaction (talking status), you can send dual tone multi frequency (DTMF) signals; this enables you to send numbers to an IVR or other call handling device.

Connect

Connects to the number displayed in the Phone number box. Toggles to the Disconnect button.

Disconnect

Enables you to disconnect when the interaction is completed. This button appears after you accept the interaction or click the Connect button.

Reconnect

Enables you to take your caller off hold if the agent you dialed cannot take the transfer or conference.

Reject

Sends an interaction back to the queue without connecting.

Cancel

Removes the callback from the queue so that the contact will not be called back again.

Call Result

 

A drop-down list that enables you to select the result of the interaction (for example, why the call did not go through, or that the call was OK).

Mark Done

Saves all the information that you entered and closes the Callback interface.

Notepad

Enables you to enter comments about the current interaction and store them in the Contact History. The reason for transferring an interaction is added to the Notepad automatically. See Using Contact History Overview and Using Notepad.

Attached Data

Provides information about an interaction, such as an account number or type of service. See Attached Data.

Custom Data

Custom data contains additional information related to the interaction. You can modify, but not add or delete, custom data.

Disposition Code

Disposition Code contains a checklist of options that you can click to specify the outcome of the interaction. Your system might be configured so that you cannot click Mark Done until you have selected a disposition code. Your system might be configured so that this tab is not displayed.

Common Interaction Panes (Right Pane)

The right pane contains three sub-panes, Customer Records, Resources, and Co-Browse, which contain tools that are common to the different types of interactions. Toggle between these sub-panes by clicking the appropriate button.

For a callback interaction, the Callback tab is available on this pane. The Callback tab contains two panes :