Methods for dropping callbacks 

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The agent or customer can drop a caller-initiated callback by hanging up the telephone or voice terminal. The agent may also use the Drop Call command in the Agent Control Window.

During an agent-initiated callback, the following drop call scenarios are handled as indicated:

• Customer hangs up the phone�only the telephone portion of the session is dropped. The original Internet session is not terminated and Internet voice (if applicable), text chat, escorted browsing, and HTML forms sharing are still available.

• Customer closes the Caller Control Window or clicks on the Drop Call button�the entire session is dropped and the agent returns to the Agent Idle state.

• Customer exits the Web browser�the entire Internet session is dropped and the agent returns to the Agent Idle state.

• Agent releases with the voice terminal�the telephone portion of the session is dropped. Internet voice (if applicable), text chat, escorted browsing, and HTML forms sharing are still available. The agent must again use the release feature to end the entire session.

• Agent selects the Drop Call command in the Agent Control Window.

  The system offers the following options:

  • Drop Entire Call�drop the entire session and return to the Agent Idle state

  • Drop Call Back�drop only the telephone portion of the session and continue with Internet voice (if applicable), text chat and escorted browsing.

  • Drop IP Voice�drop only the Internet voice portion of the session and continue with the telephone, text chat, and escorted browsing portions. This option is useful when the agent hears an echo due to the two voice elements of the session (IP voice and telephone).

  • Cancel�cancel the drop call request

If for some reason an agent-initiated callback does not go through (such as a busy signal), the agent can select the Drop Call command.

Selecting the Drop Call command provides the following options:

• Cancel�cancel the drop call request

• Drop Call�drop the entire session and return to the Agent Idle state

• Drop Callback�drop only the telephone portion of a session and resume using the Internet voice (if applicable), text chat and escorted browsing features.

Either the agent or the customer can drop the entire session by doing the following:

• Selecting the Drop Call command in the Control Window. In this case, the agent returns to the Agent Idle state.

• Closing the Web browser

Either the agent or the customer can drop the telephone portion of the session by hanging up the telephone or voice terminal.

Selecting Drop Call during a conference presents the agent with several choices, as shown in the following figure:

When dropping a conference, the agent may:

• Drop himself/herself by clicking the Drop Me button. In this case, the agent returns to the Agent Idle state and the other parties in the conference continue to communicate.

• Drop another party by selecting that party from the drop-down list and then clicking the Drop Party button. In this case, the agent continues to communicate with parties remaining in the conference.

• Drop the entire session by clicking the Drop Entire Call button. In this case, the agent returns to the Agent Idle state.