Inbound Callback Rule

This feature, which is not used by all companies, provides the ability for ARCOS to call back employees who called Inbound to respond to a callout but were told there were no open callouts because the callout had been placed on Hold, was Stopped, or is Done. If the callout is then Resumed and goes back to a Running status, ARCOS will call back those Inbound callers (in the order in which they appear on the list) on all of their devices and offer them the callout prior to calling the remaining employees on Outbound.

Notes:

1. This functionality pertains to the current attempt of the callout only.

2. If a callout is Resubmitted, a new attempt is created, thus the regular list order will be observed and Inbound callers from the previous attempt will NOT be called back prior to calling the regular list order.

3. The Inbound callback logic does NOT apply for Manual Responses on the web (e.g. an operator attempts to manually respond for an employee but leaves the page without providing a response). Only an Inbound call puts you in the list to be called back.

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*Note: Not all companies have all of the items described in the Online Help.

*Please note, the ARCOS online documentation is a living document that is always under review. If you see information that is inconsistent with the behavior in the application, or you do not see a page covering an ARCOS feature you would like to know more about, please contact the ARCOS Support Center.