Request for callback 

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Overview

There are four types of callbacks:

• Caller-initiated�a customer wishes to receive a telephone call from an agent rather than establish an Internet session

• Agent-initiated�an agent requests that the customer on an already-established Internet session provide a telephone phone number, perhaps because of a poor-quality Internet voice connection. In order to maintain the Internet session, the customer must have the ability to receive the telephone call while still connected to the Internet.

• Callback and collaborate�the customer on an already-established, non-voice Internet session requests that the agent call on the telephone while continuing to communicate through text chat and escorted browsing. The the customer must have the ability to receive the telephone call while still connected to the Internet.

• Scheduled callback�a caller specifies a time interval during which he/she wishes an agent to call. (Scheduled callback is an optional feature. For more information, see the Web Guidelines documentation.)

Callback calls are restricted in the DEFINITY ECS based on the Class of Restrictions (CORs) assigned to the CTI extension. This extension is used to place the callback calls so it must have adequate calling permissions to place callback calls. Refer to the DEFINITY Communications System Generic 3 Feature Description manual (555-230-204) and the BCS Product Security Handbook (555-025-600) for information on securing DEFINITY ECS stations.