A system callback is a scheduled callback which the system will automatically dial on the date that is set. If the lead answers when the system calls them back, the call will be transferred to the next available agent. This FAQ will discuss how to create a system callback.
Note: The system will not dial a lead with a system callback scheduled if there is no agent logged in and on ready status.
When making a call, the call function buttons will appear in the top right corner of the agent screen
Once done speaking to the lead, click the Hangup button to end the call.
In the Disposition Window, select Call Back status.
Callbacks will be selected and the Callback’s Time Section will appear
Click the Callback's Time option to open the calendar window. To select a month click the arrows in the upper part of the calendar window then select a day by clicking the number of the day.
Select the Hour and the Minute of the callback.
In Callback Type, Select System Callback under Callback Type. If your admin has restricted your callbacks, you may not see an option for User Callback
Click on Save Changes once done.