Handling CALLBACK Dial Mode Calls

In Dial mode, the system automatically dials the contact's phone number, it and initiates your interaction with the contact as soon as the Callback interface appears on your screen.   

The data related to the callback appears—for example, Scheduled date (the date for which the callback has been scheduled), Estimated Waiting Time (EWT), Real Waiting Time (RWT), and Phone number (the phone number to use to call back the contact).

To handle a call:

To end the call:

  1. Click Disconnect to hang up.

  2. When you are finished:

Note: After you are connected with your contact, you can perform various tasks, depending on the nature of the interaction. For example, you can update customer records if the callback is associated with a UCS contact, reschedule a call, and so on.

For information on the basic Genesys Desktop interface functions, see Genesys Desktop Interface and Controls.