Engage Voice | Accessing and performing a callback
in the Engage Voice agent interface

Last updated on February 01, 2021

Table of contents

When a callback is set in the system, depending on how it’s configured, the system will perform your callbacks either by routing it to the next available agent (within a specific group or campaign) or by routing it to your bucket via the Callbacks list. 
Let’s discuss where an agent can view their callbacks. On the left navigation bar, click on Callbacks. You can view a list of callbacks that you or an administrator has set for you under the My Current Callbacks or My Future Callbacks section. 

My Future Callbacks contains all callbacks scheduled a day or more out. For example, if a call has been scheduled for two days later, that call will appear in this section. My Current Callbacks contains upcoming callbacks scheduled within the day.
View of current and future callbacks
Now let’s discuss further how to manage your callback list.

Managing your callbacks

All your callbacks will appear under Callbacks which you can access via the left-hand navigation bar. As we discussed above, your callbacks will appear either under My Current Callbacks or My Future Callbacks
Callbacks will show any available information about the customer, including the lead list dial group they belong to, their name, number, and callback date and time. In the lead information section, if you click the pencil icon under the Detail column, the Lead Details modal will pop up. From here, you can access further information regarding the lead by clicking on History.
Under the My Current Callbacks list, you can select Flush Completed Callbacks to clear your callback list. You can also click on the Refresh Callbacks button to make sure that the My Future Callbacks list is updated.

Performing a callback

It’s recommended that an agent use the Callbacks feature to get back with a customer. The system is designed to route that call automatically so the agent doesn’t have to manually call the customer back. In a one-off scenario, for example, if a customer gets disconnected while in the middle of an important transaction, it might be helpful to perform a manual callback right away.

You may do so by looking up that lead in your Call History. However, with regard to general callbacks, it’s best practice to use the scheduled callback feature. In this way, you don’t have to remember to call back a customer because the system efficiently does that for you.
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