Click the Clock button to open the Schedule Callback tool.

You are presented with a calendar and time selector to specify when the callback should occur. Using the TimeZone drop-down list to adjust your time to the customer's time zone means you do not have to convert your time zone to the customer's 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 can 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 displays a scheduled callback confirmation message.

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

The system performs the following checks when a 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 that the compliance rules regarding permissible dialing windows are reviewed at the time an agent schedules a callback if the callback occurs today.
  • Ensures that future callbacks are within 90 days.