Be able to manually schedule a call back

1 votes

An agent handles an incoming ECS call, then give the customer his direct number.
The customer calls back directly and agent gets call in UC1.
Customer would like a call back the next day, currently you cannot initiate the call back from UC1 and there is no easy way to manually create a call back in ECS. As a work around, the agent can create an outgoing transaction to any number and then change all the details to match customer information but it would be easier to just add a manual call back

Done Suggested by: Lisa Tran (17 Sep, '20) • Upvoted: 17 Sep, '20 • Comments: 2

Comments: 2

21 Sep, '20
Rich Fox Admin
We've built this functionality in the new Agent application that will replace the existing application. The new application will enter our "Customer Beta" phase immediately after the next release of ECS (v5.3.1) that is scheduled for the week of 9/28/20.
28 Oct, '22
Doug Hutchinson Admin
This feature is available in our current version of eAgent.