Caller-initiated callback process 

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Introduction to the caller-initiated callback process

A customer that requests a callback wants to receive a telephone call from an agent rather than establish an Internet session. No Caller Control Window downloads to the customer's desktop; therefore, text chat, escorted browsing, and HTML forms-sharing features are not available.

Caller-initiated callback process

Here is how caller-initiated callback works:

1. The customer enters a telephone number and requests a callback from the �Contact Us� Web page, as shown in the following illustration:

   
   

2. The customer sees a PagePop page with a message such as �We will be calling you back shortly.� The message should remind the customer that the telephone line must not be busy (with the Internet connection, for instance) in order for the callback to proceed.

3. The callback request is delivered to an agent in the form of an incoming Internet session of type �Callback,� as in the following illustration:

   
   

4. The agent clicks the Call State button to begin processing the callback. The callback controls display with the customer's telephone number (and any prepended digits, as administered by the contact center), as in the following illustration:

   
   

5. The agent has two options:

   • Click the Call Back button to call the number displayed. Before doing so, the agent can edit the number (for example, if the callback number is not a local number, the agent can add a �1� and/or a country code in front of the callback number) and then click the Call Back button.

   • Click the Cancel button to cancel the callback. There is no indication to the customer that the callback is not being processed, and the callback session remains active until the agent clicks the Drop Call button.

6. The customer receives the telephone call, and the agent and customer speak.

7. Either party can drop the callback by hanging up the telephone.