Click the Clock button to open the Schedule Callback tool.

You will be presented with a calendar and time selector to specify when the callback should occur. Adjusting to the customer's time zone from the TimeZone dropdown will keep you from needing to convert their timezone to yours and vice versa. The available time zones are as follows:

  • Chuuk
  • Hawaii
  • Central
  • Kosrae
  • Wake
  • Samoa
  • Mountain
  • Ponape
  • Pacific
  • Guam
  • Apia
  • Alaska
  • Eastern
  • Palau
  • Atlantic

You may also enter a new number (if permitted) that should be dialed when the callback launches.

Once you have entered the callback information click Save to save the settings. The Agent Desktop will display a scheduled callback confirmation message.

If the scheduled date or time is outside the contact window set by your manager through the policies for a profile, an error message appears. For more information about the contact window, see the Profiles section of the Administrative User Guide.

The system performs the following checks when the callback is submitted:

  • Ensures that callbacks are scheduled on the original service where they were launched.
  • Ensures that the requested callback date and time are not in the past.
  • Ensures that the requested time is within the acceptable dialing window as defined for that specific service if the callback is scheduled for the same day.
  • Ensures compliance rules regarding permissible dialing windows are reviewed at the time an agent schedules a callback if the callback occurs today.
  • The system only allows future callbacks up to 90 days in advance.