The Call later function is the alternative for calls that cannot be parked. When an agent wants to make himself available for e.g. a VIP call, the call in progress can be postponed and converted into a callback call using the Call later... button. When the postponement of the current contact is complete, the call is delivered when the agent becomes ready. If the VIP call has entered a waiting list, the notified VIP waiting list is opened automatically.
The Call later... button becomes available if the Park function is not possible, if the call is of a type that can be postponed and if you are authorised to postpone calls. You must be logged in to a private waiting list or a queue for callback. It is not possible to postpone a call if you are logged in at work level Enquiry or Private.
The following call types can be postponed:
- Callback calls.
- Campaign calls of the “dialer” type.
- External incoming calls, not via the IVR.
- External outgoing calls.
Postpone callback
If you choose Call later when the current contact is a callback call, Feedback opens in the area for support functions.
When the feedback is complete, the call is automatically ended and you end up in Paused status. More information about Feedback can be found in section Feedback after postponing callback.
Postpone external call
If Call later is selected and the call in progress is an external call, the support function Schedule new contact will be opened in the area for support functions. Further information about scheduling a new outgoing contact can be found in section Schedule a new outgoing contact.