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Callback auto-allocation was introduced in BeneVoice Voice for Windows version 1.9.0. Latest The latest version is always recommended to be used.
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Callback cases are assigned to serving users through callback lists. Administrators can define which users have access to each list. Callback cases can come to lists from different sources, such as service pool overflows or IVR selections. Actual callback list creation and configuration is not done on BeneVoice Voice for Windows.
The users handling callbacks can join and unjoin the callback lists the same way as joining to service pools. If you have joined a callback list and are active on it, then you are set to receive callback cases from that list.
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Each list has numeric information visible:
 | Serving - Agents that are currently active in the list and are accepting callback cases. |
 | Open cases - All open callback cases including those allocated to agents and not ready for allocation right now. |
 | Due in an hour - Cases that should be called within next 60 minutes. |
 | Expires in 24 hours - Cases that are automatically closed after 24 hours and cannot be called after that. |
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A list can be opened to see the users of the list. Checkbox in front of each user is used to indicate if a user is active on the list or not. Users can be added and removed with the Users button.
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Call button at bottom left starts the call. Actual call controls are in BeneVoice Voice for Windows main window.
Save button saves changes to case and closes the current case. A new case is immediately offered to you if cases are available.
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