Callback and recording plans 465
To view callback queue status
1. Select Status=>Callback Queue. The Current Callbacks tab opens by default.
2. Click the appropriate tab to view the status of the following:
• Click the Current callbacks tab to view current callback queues. You can change the priority of
the callback request using the list box.
• Click the Completed callbacks tab to view successful callbacks.
• Click the Incomplete callbacks tab to view failed callback requests. You can click Requeue to
requeue a failed callback.
• Click the All callbacks tab to view a snapshot of all callback queues.
3. To navigate through multiple callback pages, click Previous or Next.
4. Click an individual callback to view the following particulars:
• Caller’s name
• Caller’s phone number
• Customer’s IP Address (if the callback you selected is a Web Callback)
• Message (click the hyperlink to listen to the recorded .wav file)
5. Click Select All to select all the displayed callbacks. Click Unselect All to de-select all the displayed
callbacks.
6. Click Refresh to refresh the callback queue listing.
To delete an individual callback listing or selected callbacks, click Delete.
Callback and recording plans
This section includes information on
• Managing outgoing calls
• Managing recording plans

Managing outgoing calls: Voice and Web Callbacks

In this section, you will learn how to
• Set up callback plans
• Assign caller messages to callback plans
• Assign agent messages to callback plans
• Assign agent options to callback plans
• Set callback plan parameters

Overview of voice and web callbacks

Callback requests allow Intelligent Queue to wait in queue for an agent, on a caller’s behalf. The system can
take callback requests from a voice call, from a web page, or the requests can be generated by a third party
business application. A reusable callback action plan in the user interface defines the inputs that are required
for a request.