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The main Call handling view displays all callbacks the user has access to. Cases that are related to recent calls are highlighted at the top. Here the user can find cases they were notified about earlier, but did not react to those notifications:
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Use cases supported
The customer has called in and left a callback. An agent calls the customer from their mobile phone. The agent is not using mobile app’s call handling to start the call. During and after the call, the agent should be aware that there is an open callback case so they can proactively resolve it.
The customer has called in and left a callback. The customer calls in again and the agent now answers. The agent is made aware of the open case and can proactively resolve it. This occurs for both service queue calls and direct calls to a personal number.
Pre-requisites
The user must have the appropriate callback features enabled.
The user must be authorized to access the list in which the open callback case is in.
The user must have a Voice for Android or iOS installed.
The callback list for the callback case must have this feature specially enabled.
The caller cannot be “anonymous”, that is, they must display their phone number when calling.
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