Avaya Support Forums

Avaya Support Forums (http://support.avaya.com/forums/index.php)
-   IP Office Contact Center (http://support.avaya.com/forums/forumdisplay.php?f=67)
-   -   Is it possible to offered a call back for a waiting call rather than continuing to s (http://support.avaya.com/forums/showthread.php?t=4610)

nash 05-15-2014 08:50 AM

Is it possible to offered a call back for a waiting call rather than continuing to s
 
Is it possible to offered a call back for a waiting call rather than continuing to sit on waiting music?


Answer:

On the telephone tab from the agent we can add the “Abandoned Call List”.
In this list you can see each caller that has not reached an agent.
In the waiting queue you can check if the caller have send the number and after this we can play an announcement “We have store your number and we call you back” No action from the caller is necessary.
The agents can call back with double click on the number in the call list the caller if the overflow situation is over.
If the agent reaches the caller the entry on list will be deleted automatically.

marquardt 05-20-2014 01:58 AM

Answer
 
On the telephone tab from the agent we can add the “Abandoned Call List”.
In this list you can see each caller that has not reached an agent.

In the waiting queue you can check if the caller have send the number and after this we can play an announcement “We have store your number and we call you back” No action from the caller is necessary.

The agents can call back with double click on the number in the call list the caller if the overflow situation is over.

If the agent reaches the caller the entry on list will be deleted automatically.

bennylu 06-04-2014 12:40 AM

Does it require any extra programming somewhere else? I double click the phone number in Abandoned Call List but it does not call out.

marquardt 06-04-2014 05:51 AM

Doubleclick from Abandoned Call List
 
If you get rejected check the configuration.

chungt 06-05-2014 04:58 PM

Benny - the ability for an agent to do this is controlled at Agent Privileges-Realtime Information. Ensure that the 'Callback from call list' checkbox is selected. By default it isn't.

bennylu 06-05-2014 07:56 PM

Problem fixed. Thanks Chung.

kgerhold217 06-19-2014 02:01 PM

Question on Abandoned Call List
 
I have assigned the telephony file to an agent but it will load everything but the abandoned call list element, nor will not load the queue list. Any one have any idea why this would be. I have ensured the privileges are set correctly on the profile and the agent.

callanr 06-20-2014 10:55 AM

Check Authorizations to the Agent Groups and Topics.

ghall1 07-02-2014 08:40 AM

I am having the same problem as bennylu had with the call back from the abandoned call list in the agent telephony screen.
I right click and get the options to print & remove but I am unable to call back the number?
I have edited Realtime Information priveleges as detailed in this thread but am still unable to call back.

Any ideas?

marquardt 07-03-2014 02:20 AM

Double click on entry
 
only double click on entry


right mouse - context menu - no dial available


All times are GMT -7. The time now is 08:04 PM.