The Assign Callbacks window is used to assign callbacks for a specific event to you and/or other logged in users in order to manage the completion of the callback requests. If callbacks have been assigned to a user and that person is unable to complete the callbacks in a timely fashion, you can unassign those callbacks.
To access the Assign Callbacks window, select an event in the main Web Callbacks window, and then do one of the following:
• Select the Assign Callbacks… option from the Actions menu, or
• Click the Assign Callbacks button () on the toolbar, or
• Click the Assign Callbacks… button beneath the Callbacks Summary pane.
The Event Info pane at the top of the Assign Callbacks window provides summary information about the event. The Event Callbacks pane provides a current status of callback assignments for the event per user, and allows you to change the number or percentage of assigned callbacks for each user.
Note: When assigning callbacks to multiple users, you can assign a specific number of callbacks for the event to each user, or assign a percentage of the callbacks to each user.
The Assign Callbacks window displays the following fields and buttons:
• The Event # field displays the event number for which callbacks are being assigned.
• The Device field displays the name of the device associated with the event.
• The Substation field displays the name of the substation associated with the event.
• The Total Callbacks field displays the total number of callbacks for the event.
• The % Complete field displays the percentage of callbacks that are complete for the event.
• The # Unassigned field displays the number of callbacks for the event that have not been assigned.
• The User Name column contains the user name for each user currently logged in to the system. Other users appear in this column if they are permanently available (for example, a third party agency or IVR system). You can assign callbacks to any user in this column.
• The Include Priority Calls column contains a check box that allows you to specify whether you want to include priority calls in the callback assignments for the user. This option is only available to users who have been designated as Priority Users (see “Adding a User” for details).
• The % Assigned column contains the percentage of the total number of callbacks assigned to the user for the event. You can assign a specific percentage to the user by editing this field and then pressing the Enter key. If the percentage does not result in an exact number of callbacks (for example, the callback assignment would be 4.78), the system rounds to the nearest number (in this case, 5).
• The # Asn column contains the number of callbacks assigned to the user for the event. You can assign a specific number of callbacks to each user by editing this field and then pressing the Enter key.
• The # Pri column contains the number of callbacks for priority calls assigned to the user for the event. This column is not editable.
• The # Rem column contains the number of callbacks remaining assigned to the user for the event. This column is not editable.
• The % Comp column contains the percentage of the total number of callbacks assigned to the user for the event that are complete. This column is not editable.
Buttons
• The Save button saves any callback assignment changes and closes the Assign Callbacks window. There is also an option under the Assign Callbacks window's Actions menu for this action.
• The Unassign button unassigns the remaining uncompleted callbacks for the event for the selected user and closes the Assign Callbacks window. There is also an option under the Assign Callbacks window's Actions menu for this action.
• The Assign Remaining button assigns the remaining unassigned callbacks for the event to the selected user and closes the Assign Callbacks window. There is also an option under the Assign Callbacks window's Actions menu for this action.
• The Exit button closes the Assign Callbacks window without saving any changes. There is also an option under the Assign Callbacks window's File menu for this action.