Book Callback appointment in Edge Agent

Callback appointment schedules allows customers to make a booking to be called at a specific time, for counselling and consultation.

The customer calling is presented options by the IVR of when to be called back, based on schedules which take into account the manning and complexity of the matters to be discussed.

This is how you manually add this type of callback reservations in Edge Agent:

1. Open Menu | Book appointment.
2. Select a Callback appointment schedule. Your choice automatically sets a specific task type to the callback record, and determines to which waiting list it will be routed.
3. Click Next available to select a time slot. Click the right arrow to see slots further ahead.
   • If there are no suitable slots available you use Extra, to make a reservation at any chosen day and hour. The resulting callback record will not be filling a slot in a schedule but will end up in the waiting list for chosen Callback appointment schedule, as an extra call to be made.
4. Type in the number to call and any customer ID.
5. Add any comment. Especially if you have used the Extra option above.
6. Save with Create booking.

Callback appointments are visible in the Waiting lists support function, showing records not yet to be called with blue markings, due records in green and overdue records in yellow or red, depending on defined standards of service. See Pick contacts from waiting lists

To also hear a sound alert when a record is due you tick the Notify on callback appointment option in Menu | Client settings.

For functional details see Basics about Callback appointment schedule