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How do I schedule a callback?

To schedule a callback from the Contact or Lead record, click New Callback. The callback dialog appears.

Provide information in the following fields:

• Due date Set the date and time for the callback.
• Comment Optionally add a comment that is included in the callback task record.

When you've filled in these fields, click Create. A new callback is scheduled, and a callback task record is created. The record is a placeholder for the call you will later make.

After you have scheduled the callback, depending on your configuration, a new entry might appear in the Contact or Lead object's Chatter feed with a link to the callback task record.

You can also view pending callbacks in the Open Activities section of the Contact or Lead object's record.

Depending on your settings in Salesforce, a reminder for this scheduled callback appears in a popup window. For information about reminder settings, see Salesforce help.

When the reminder appears, you can make the callback.

How do I make a callback?

When you have scheduled a callback, ContactWorld prompts you to call back the contact or lead at the requested time.

To make a callback, perform the following steps:

1. Inside the callback reminder popup, click Callback. The callback task record appears in your main Salesforce browser window.

2. In the callback task record, click the contact or lead's phone number. This initiates an outbound call using the Click to dial feature. For more information about Click to dial, see Using Click to dial in Vonage Contact Center in Salesforce.

When you have finished and ended the call in the usual way, the callback task record closes. The callback task record is updated with call information and the record's name is changed to reflect the fact that the call has been made.