Callout Module

The Callout module allows the creation of callouts by selecting callout options, roster(s) to be called, a callout type, number of employees required, and work start and end times. Before creating and initiating a callout in ARCOS, you must:

• Create employees that will be called in the Employee module.

• Assign the employees to rosters in the List Maintenance module.

• Create a Custom Message through the Inbound VRU System or by using Wave to Web.

The following table provides a description of the functions associated with each button on the Callout tab. Depending on your company's preferences, you may or may not see all of the buttons discussed here.

Button	Description
Create	A link to the Create Callout screen. From here the following selections are available: callout type, callout work start and end time, callout options, roster(s) to call, and number of employees needed for the work.
Manual	A link to the Create Manual Callout screen. From here a callout in which all call results are entered manually by the user can be created. No outbound calls are made if the callout is initiated and is not filled. ARCOS prompts the user to enter a result and reason for employees skipped above the last employee who accepts.
View	A link to the View Open Callouts page. This page displays callouts that are in any status other than closed. From this screen, users can view open callouts, pause an open callout, stop, edit and close callouts. Editing includes resubmit, resume, rollover, and override functions. The Resume function has additional features associated with it for some companies.
Working	A link to the Employee Working screen. From here, employees currently working or on schedule exceptions can be viewed and released from their current schedule exception. Users can also place employees who are on Working - Normal Shift on Working - Holdover. Schedule Exceptions Schedule exceptions are employee statuses outside a normal shift. When an employee is assigned to one of these exceptions, ARCOS may not call him for a callout. Exceptions include illness, vacation, jury duty, or another other excused or unexcused reason.
Manual Resp	Allows dispatchers to enter a response to an on-going callout for an employee if they have already been called by ARCOS.
Custom Msgs	Used for managing, creating, and modifying Custom Messages.
Activations	Allows saved callouts (including options, Classes/Workgroups, and the requested quantity of employees) to be managed and used to create new callouts. Note: Activations are also used by Mobile ARCOS.
List Exhausted	A link to the List Exhausted report. This report lists all configured rosters that were considered "exhausted" within the last eight hours.

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*Note: ARCOS documentation is a living document. For inconsistencies or missing features, contact ARCOS Support. Not all companies have all items in the Online Help.

Inbound VRU System

The ARCOS Inbound Voice Response Unit (VRU) allows employees to call in to accept or decline callouts and interact with ARCOS. The VRU interprets the telephone touch tones and responds according to your company's established call flows. Each company's call flow is very detailed and very different from the next.

When an employee has an open callout and calls Inbound ARCOS, he gets slotted into a row in the callout table as soon as he logs in, to:

• Prevent another outbound call from starting after then employee enters his PIN but before ARCOS begins playing the callout information. If an employee is on hold, ARCOS does not begin another outbound call until the inbound call has been completed, provided the inbound caller is responding for the last available position of the callout.

• Allow for tracking employees who upon hearing they have an open callout, hang up prior to the completion in an attempt o receive an "excused" result.

• Provide detailed information about the callouts with a callout response of No Result that has an associated text explanation with it.

The Inbound VRU System allows all of the options listed below; however, the options may be limited by company preference. For example, it varies by company which availability status exceptions employees can change by calling the Inbound System and some companies only allow employees to make themselves available, not unavailable.

• Respond to a callout

• Record their name

• Change their PIN

• Change or add contact numbers

• Set temporary phone numbers

• Request a test phone call

• Change availability status

• Check callout response percentage

Click here to view Setting Up the VRU to Receive Callouts.

As with the Outbound VRU System, the call flows are unique to each company. Generally speaking, the first thing an employee hears upon initiating an Inbound call is a prompt for their Company Code. Since all ARCOS users access the same database, the unique, two- to three-digit company code allows ARCOS to identify the company associated with the person who calls in. Next, you are prompted to identify yourself by entering an employee ID and a PIN. If either number you enter is incorrect, for security purposes, ARCOS merely indicates that you entered an "Invalid Number" and you must determine if you entered an incorrect employee ID or an incorrect PIN.

Note: If your company uses the Trusted Numberhttps://arcos.zendesk.com/hc/en-us/articles/25246849362579-Employee-Device-Information device option, employees do not need to enter their Employee ID or PIN when calling inbound from a specific number.

If this is the first time you have used the Inbound system and your PIN is still 1234, ARCOS prompts you to change your PIN. Further, if you have not recorded your name in the system, ARCOS prompts you to do so at this time.

Once you have successfully logged in and any miscellaneous housekeeping tasks are completed, ARCOS tells you how many (if any) available positions are awaiting your feedback. If your company uses Inbound Pager Delay, see the topic titled Inbound Pager Delay in this section. If there are no open callouts, ARCOS provides you with a list of options from which to choose, based on company preferences. The list can include changing availability status, changing or adding contact information, changing your PIN or re-recording your name, or setting a temporary phone number. Also, if you have Message Administrator privileges, ARCOS offers you an option to access a menu that allows you to add a new custom message or change an existing custom message.

Qualified No is not an option through the Inbound VRU System.

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*Note: ARCOS documentation is a living document. For inconsistencies or missing features, contact ARCOS Support. Not all companies have all items in the Online Help.