A custom callback is a way of using a disposition as something other than a Callback disposition but you can still set a callback date and time. Please follow the steps below on how to create a custom callback.
While in a call, you will see different Call buttons in the upper part of the lead info sheet.
Once done speaking to the lead, click on Hangup button to end the call.
In the Disposition Window, select a different disposition other than the callback status. In this example, the Interested status is used. Put a check on Yes Checkbox in the Callbacks option below the Comments box.
After checking the box, the Callback Time and Callback Type drop down menus will appear.
Click the Callback's Time option to open the calendar window. To select a different month click the arrow button in the upper part of the calendar window. You may then select a day.
Once you select a day, the option will change to hour. You may now select what hour and if it’s in the morning AM box or afternoon PM box.
After you select a specific hour, the option will change to minutes.
After selecting the minutes, your chosen callback time is now set.
To make the callback either a User or System callback, select the appropriate Callback Type in the Callback Type drop down menu.
As a reminder, a user callback will stay with the user and a system callback will go to the first available agent at the specified time.
You may now click the Save Changes button in the bottom right side to complete and submit the callback.