Handling CALLBACK Preview Mode Calls

In Preview mode, the callback alert appears on your desktop just before the system dials the contact's number.

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).

You can choose to connect to, reject, or cancel a callback request.

To handle a Preview call:

To end a Preview call:

  1. Click Disconnect to hang up.

  2. When you are finished:

Note: After you are connected with your contact, you can accomplish 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.