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Handling Call-backs (Web and Phone)

Oracle Contact On Demand provides Web call-back and call-back capabilities, which must be set up by the administrator:

  • Web Call-backs. Customers access a form on the company Web site to schedule a call-back.
  • Call-backs. Customers request a call-back through the phone menu when they contact the call centre.

When a request for a call-back is submitted through either the Web page or phone menu, the call-back is routed to the best suited available agent. That agent sees a flashing alert, and the call buttons become activated.

To accept a call-back

  • Click Answer when you see the alert notification in your Action bar.

    Accepting the call-back passes the call to you. Your phone rings, and when you answer it, the call is made to the requesting party. If you accept a Web call-back, the Web Call-Back dialog box displays information, which the caller entered in the Web call-back form.

    NOTE: For Web call-backs, the Oracle Contact On Demand detail page is not displayed. However, the Activity records are automatically linked to any matching records.


Published August 2018 Copyright © 2005, 2018, Oracle. All rights reserved. Legal Notices.