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Bulk Edit Callback Options for Users

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Julianne Skinner
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Overview
Learn how to edit Callback Options in bulk. Rather than change the Callback Options for each Agent one-by-one use the Callback Options function on the Users page to change the Callback Options for multiple Agents at once.
 
 
Contents
 

Users

  • Click the Account main menu.
  • Click the Users menu option.
The Users page will open.
  • Use the Filters to find the Agents that need Callback Settings changed.

In the far-left column of the Users table are checkboxes for selecting Users, the checkbox in the header row will select all Users visible on the page. 

There is an indication below the Action drop-down as to how many Users are selected, click the link to select all users that are listed for that search query.

Once all are selected the checkboxes will gray out, click the Clear Selection link to undo the select all.
 

  • Click the checkboxes for specific Agents or click the top select all checkbox to select all Users being viewed on the page.
Once at least one User is selected, click the Action drop-down at the top-left of the table.
The drop-down opens a single option menu.
  • Click the Edit Callback Options option.
If no Users is selected an error window will open asking the user to select a user first.
The Edit Callback Options modal window will open once Users are selected.

Edit Callback Options

All fields in the Edit Callback Options window contain a default Do Not Change option.
 
When changing Callback Settings, only fields that have been changed will be edited, leaving a field with the Do Not Change option selected means those individual settings will not be overwritten for any selected user.
Field Options Description
Enable Call Backs Yes/No If set to No the Callback Status will not be available in the Disposition window.
Force Callback Type

System Callbacks Only

Personal Callback Only

Both
  • System Callbacks Only: 
    Agent will only be allowed to schedule System Callbacks.
  • Personal Callback Only: 
    Agent will only be allowed to schedule Personal Callbacks.
  • System and Personal Callbacks:
     Agent will be allowed to schedule both Callback types.
Agent Time Zone Select the Timezone to be followed Set the Timezone of your Agent so their Callbacks will be set for their local time.
Default Callback Timezone Lead or Agent

When an Agent schedules a Callback they have the ability to choose the Timezone. 

  • This controls what their default selection should be, either the Agent's Timezone or the Lead's Timezone. 
  • Although this is the default, the Agent will still be able to select any timezone option.
Release Overdue Personal Callbacks: Yes/No

When enabled, this moves an Agent's overdue Personal Callbacks to a System Callback. 

  • The time specified will determine how long after the Personal Callback is overdue that the system will move it to a System Callback.
Move Overdue Personal Callbacks by Days and Hours fields

This field opens if the above Release Overdue Personal Callbacks field has Yes selected.

  • Enter a number value into one of both of the fields to specify when the Overdue Personal Callback will be moved to a System Callback.
Email Callback Info Yes/No Set to Yes to have a calendar event request sent to the Agent's email for each Callback that is scheduled by that Agent. 
Email Template Select a Template

This field opens if the above Email Callback Info field has Yes selected.

  • The Create New Email Template button opens the Add New Email Template page in a new tab.
  • Release Overdue Personal Callbacks set to Yes will open the Move Overdue Personal Callbacks by field.
  • Email Callback Info set to Yes will open the Email Template field which includes a button for creating a new Email Template.

The Save button will not become active until at least one setting has been changed.

  • Once the necessary fields have been edited, make sure that fields you do not want edited are set to Do Not Change. 
  • Click the blue Save button.

A green Success window will confirm the numbers of users whose Callback Settings have been saved.

 

 

 

 

 

 

 

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