Managing callbacks

Setting a callback

  1. When you are on a Lead's Profile, click on the Callback button once.
  2. Under the Step 2. Confirm follow-up settings: section, select an amount of time from the Callback time drop-down menu. Alternatively, click the Use calendar checkbox to choose a specific time in the future.
  3. Click on the Submit call log button.

Creating callback folders

  1. From the Dashboard, click on My Files in the My Account section.
  2. Click the large green plus (+) symbol.
  3. Click on New Folder.
  4. Enter the name and description of your new folder.
  5. Click on Create.

Moving callbacks between folders

  1. Browse to the folder that contains the callback you want to move.
  2. Click and drag the callback into the parent folder icon, visible in the top right-hand corner of the file browsing area.
  3. Click on the parent folder icon to return to the previous folder. The callback you moved should be visible in this folder.
  4. Click and drag the callback to the desired folder.
How can I rename a callback folder?

Open the folder, double-click on the folder name in the title bar, and type the new name.

What is the difference between deleting and recycling a callback?

Deleting a callback logs it as "Not Interested". Recycling a callback sends it to the last queue it was in before it became a callback.

How can I delete a callback?

Click and drag the callback to the trash bin visible in the top right-hand corner of the file browsing area.

How can I recycle a callback?

Click and drag the callback to the recycle bin visible in the top right-hand corner of the file browsing area.

How can I recycle all callbacks in a folder?

Click and drag the folder onto the recycle bin visible in the top right-hand corner of the file browsing area.

How can I re-schedule a callback?

Open the callback and set is as a callback again with the new time.

How am I informed of when a callback is due to be called?

A callback alert will appear on the top left-hand corner of your screen, showing the person's name and how long until you are due to contact them. Moving the mouse cursor over this alert will show up to the next five scheduled callbacks in order of how soon they are due from now, including overdue. You can also see a more thorough list of all callbacks by clicking "My Appointments" on your dashboard.

How can I color code the callbacks on my calendar based on the folder they are in?

You can color code a folder by browsing to your folder in “My Files” and clicking on it. Then click on the square underneath the recycle bin and choose the color of your preference.

Can I send emails with XenCALL?

Yes, if your Manager has set up the system to do so then an "Email Template" option will be available after choosing a Call Result, but before clicking on Submit Call Log.

Can I save a callback to a specific callback folder?

In the “Confirm follow-up settings:” section you can save a callback to a specific callback folder by selecting the folder in the “Save in” drop-down menu.