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When an agent receives a call during after-hours but is unable to answer it (i.e the agent does not press1 to accept the call after the call is answered or the call rings out for 20secs), the customer can leave a callback request. The assigned after-hours agent will receive the customer's callback number via text message and can return the call. Upon successfully making the callback, the system removes the customer's number from the callback queue and marks it as completed by an agent, (this feature is specifically for Avaya IX Workplace users. (Call back needs to happen on from Avaya IX Workplace app on the mobile to remove the customers number from call back).
Use Case Three: Agent-Aided Callback Decision
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