This guide provides step-by-step instructions on how to manage callbacks effectively. It explains how to access the callbacks calendar, navigate through different views, and make changes to individual callbacks. It also highlights the importance of dealing with overdue callbacks and provides tips for efficient callback management. Viewing this guide will help individuals streamline their callback process and ensure timely follow-ups with contacts.


TABLE OF CONTENTS

Accessing your callbacks calendar

1. To access your callbacks calendar, first, select your user profile.


2. Click "Manage Callbacks" from the menu.


Tip! You will only be able to access your callbacks once you have dealt with an existing call or the 'not ready time' has expired (the time you have to wait before changing state, set by admin).


3. The callbacks page displays a calendar view of the week.

Close the callbacks calendar

4. To exit the callbacks view hit the X.


Closing your callbacks screen will put you in ready immediately. If you wish to change your state after reviewing your callbacks, make the request first via your user menu e.g. To go straight to "manual dial".

Navigating callbacks

5. Navigate through the weekly views with the arrow buttons.


6. Toggle the week view from "working days" to show weekends.


7. To see a month view click here.


8. Navigate through the months.


9. Select a date to jump to that week in the calendar view


10. Click "Today" to get back to the current week and day.

Individual Callback options

11. If you need to edit any callbacks, you can simply click into them.


12. This will then open up the detail for that callback. At a glance - Contact name, number, Date & time of callback and any notes are visible.


13. Call the contact immediately by clicking the "Call Now" button.


14. You can quickly delay the callback by 15mins, an hour or a day.


15. To change the date and time click "Edit Callback"


16. Click into the fields and make the appropriate changes (You can use date/time pickers or type). Note the system wont let dates and times be changed to a past instance.


17. Click "Save Changes" to make the change.


18. Click on the callback again to exit the callback.

Overdue callbacks

19. When a callback is overdue, users will be brought straight to the calendar view and the overdue callback(s) will be highlighted.


20. If you try and exit you will see a message "You have callbacks overdue".


21. Click "Call Now" to call the contact who's expecting the call (You can still edit overdue callbacks if you need to).