Agent-initiated callback 

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Introduction to the agent-initiated callback process

Sometimes Internet telephony voice quality deteriorates during a session, or for some other reason the agent and a customer already conducting an Internet session want to talk on a regular telephone line. In such a case, only the agent can initiate the callback.

During Internet voice and chat calls or chat-only sessions, the Call Back command is available from the Option drop-down list in the Agent Control Window. By selecting this, the agent starts the agent-initiated callback process.

Agent-initiated callback process

Here is how the agent-initiated callback works:

1. The agent selects Call Back from the Option drop-down list in the Agent Control Window.

2. The Agent Control Window shows the callback commands:

   
   

3. The agent has the following three options:

   • Initiate a callback without prompting the customer for a telephone number by entering the customer's number in the text box and then clicking the Call Back button.

   • Prompt the customer for a callback number by clicking the Prompt button. The customer sees a Call Back Phone Number dialog box and types in the telephone number. This process is described in further detail in steps 4�7 of this procedure.

   • Cancel the callback by clicking the Cancel button.

4. If the agent prompts the customer for the callback number, the customer receives the following Call Back Phone Number dialog box:

   
   

5. The customer enters the phone number and clicks the Enter button.

6. The text box on the agent's callback controls populate with the callback number.

7. The agent has the following three options:

   • Proceed with the callback by editing the number (if necessary) and then clicking the Call Back button.

   • Request that the customer to submit a different callback number by clicking the Prompt button.

   • Cancel the callback by clicking the Cancel button.

8. The customer receives the telephone call, and the agent and customer speak. Internet collaboration can continue if the customer has the ability to receive the telephone call while still connected to the Internet; otherwise, in order to receive the callback the customer must have first had to disconnect from the Internet.