This FAQ will discuss different callback statuses that can be used by agents in OMNI.
User Callback
User Callback - These are personal callbacks. Agents will get a notification once system detects that there’s a callback scheduled for the agent. Additionally, these callbacks are shown in the CRM’s callback tab.
Follow the steps below to schedule a personal callback.
1 - In the disposition window, select [A] Call Back status under Personal tab and the [B] Callbacks option in the lower part will automatically be checked.
2 - The [A] Callback's Time option will appear.
3 - Click the Callback's Time option to open the calendar window. To select a different month click the [A] arrow button in the upper part of the calendar window. You may then select a day.
4 - Once you select a day, the option will change to hour. You may now select what hour and if it’s in the morning [A] AM box or afternoon [B] PM box
5 - After you select a specific hour, the option will change to minutes.
6 - After selecting the minutes, your chosen callback time is now set.
7 - To make the callback a personal callback, please make sure you select User Callback in the [A] Callback Type option.
8 - You may now click the [A] Save Changes button in the bottom right side to complete and submit the callback.
System Callback
System Callback - These are callbacks that will automatically be called by the system once it detects that there’s a callback scheduled for a lead. Any agent that is available at the time the system calls the lead will get the call. Additionally, these callbacks are not shown in the CRM’s callback tab.
Follow the steps below to schedule a system callback.
1 - In the disposition window, select [A] Call Back status under Personal tab and the [B] Callbacks option in the lower part will automatically be checked.
2 - The [A] Callback's Time option will appear.
5 - Click the Callback's Time option to open the calendar window. To select a different month click the [A] arrow button in the upper part of the calendar window. You may then select a day.
6 - Once you select a day, the option will change to hour. You may now select what hour and if it’s in the morning [A] AM box or afternoon [B] PM box
7 - After you select a specific hour, the option will change to minutes.
8 - After selecting the minutes, your chosen callback time is now set.
9 - To make the callback a system callback, please make sure you select System Callback in the [A] Callback Type option.
10 - You may now click the [A] Save Changes button in the bottom right side to complete and submit the callback.
Custom Callback
Custom Callback - Custom callback are leads that were dispositioned with a different status other than callback but still have a scheduled callback. Custom callback can either be a User or System Callback.
Follow the steps below to schedule a custom callback.
1 - In the Disposition Window, select a different disposition other than the callback status. In this example, the [A] Interested status is used. Put a check on [B] Yes checkbox in the Callbacks option below the Comments box.
2 - After checking the Callbacks option, the [A] Callback Time and Callback Type dropdown menus will appear.
3 - Click the Callback's Time option to open the calendar window. To select a different month click the [A] arrow button in the upper part of the calendar window. You may then select a day.
4 - Once you select a day, the option will change to hour. You may now select what hour and if it’s in the morning [A] AM box or afternoon [B] PM box
5 - After you select a specific hour, the option will change to minutes.
6 - After selecting the minutes, your chosen callback time is now set.
7 - To make the callback either a Personal or System callback, select the appropriate Callback Type in the [A] Callback Type drop down menu.
8 - You may now click the [A] Save Changes button in the bottom right side to complete and submit the callback.
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