Phone Callback – Xentral help center

Legacy module

The module described in this article has been marked as a legacy module. This means the following:

We don't create new features for this module or fix any bugs.
The module is not available anymore in Xentral instances (demo or licensed) created after 28-Sep-2022. If you as a new user have special requirements that could only be fulfilled by this module, please contact our customer support team to discuss a solution.

For more information, see also Why is Xentral deprecating some modules and what does this mean for you?

With the extra app Phone Callback you can create entries for the employees to call back a customer. They can filter their callbacks according to their own pending callbacks. In addition, within a callback entry, it can be noted how many callback attempts to the customer there have already been.

Overview

The overview can be used to view all callback requests received.

Note

The comment created for an entry can be displayed with the expandable arrowexpandable arrow on the left side.

Filter

To gain a better overview of all callbacks, filters can be set. You can use the following filters:

My callbacks: Shows only callbacks that the employee should handle himself. In the overview, this employee can be seen in the "Callback from" column
My assigned callbacks: Shows only callbacks that have been created by the employee himself. In the overview, the assigned calls can be viewed in the "Accepted by" column
Also completed: Shows all callbacks, including those that have already been marked as completed by the arrow

Actions

Various actions can be performed in the column Menu in the overview. Basically, there are three different actions to choose from:

Edit: By clicking on the pencil icon, the callback details can be adjusted
Complete: The callback can be completed by clicking on the checkmark icon
Delete: The callback can be deleted by clicking on the cross symbol

Create callback entry

The +NEW button in the upper left corner can be used to create a new entry. The following information regarding the callback can be provided:

Caller: The caller requesting the callback is to be entered
Date: The date of the call is to be entered
Time: The time of the call must be entered
Reason: The reason for the call must be entered as specifically as possible
Comment: Optionally, the person who answered the call can enter a comment explaining the call in more detail
Callback phone number: The phone number on which the caller can be called back must be entered
Please do by: The person who is to make the callback must be specified
Ticket: If a ticket has been created as a result of the call, this must also be entered here

Edit callback entry

A callback entry can be edited via the pencil icon in the Menu column of the overview. It is possible to add a callback attempt or mark the callback as completed.

Add callback attempt

On the right side, recall attempts can be documented by clicking on the + create new attempt button.

If an additional comment on the callback attempt is to be entered, this can be done via the field that appears after clicking on + create new attempt.

Display in the Xentral interface

Once the app is installed, an additional icon is permanently displayed in the upper right corner of the xentral interface. The number of pending callbacks can also be seen there.