Viewing callback lists with the Global callback monitor

When licensed for IVR, the Global callback monitor enables you to monitor callback states in real time and displays the callbacks currently available. Using the Global callback monitor, you can requeue and delete callbacks. (See the following figure.)

Figure 1. Global callback monitor

To access the global callback monitor

Click the Real Time tab in the Contact Center Client ribbon.
Click the Callbacks icon.
The Monitor Callback List displays.

The following table describes the Global callback monitor column headings.

Table 1. Global callback column headings
Column heading	Definition
Caller number	the phone number provided by the caller
Caller name	the name of the caller
Status	the state of the callback — new request, in progress, requeued, completed, unknown
Priority	the importance level of the callback. Callback priority levels are: Voice — Normal Web — Normal Caller abandoned — Low
Type	the type of callback — voice, web, or caller abandoned
Reason	lists why the callback is in a particular status
Attempted Calls to Agent	the number of times the callback was offered to an agent in queue
Last Time Agent Attempted	the last time the agent attempted the callback
Request Time	the specific time at which the callback is scheduled to be processed; this field is populated when the callback is requeued
Time Received	the specific time the caller submitted the callback request
Web IP Address	the IP address of the caller who submitted the callback request
Last Attempted Call to Client	the specific time the last callback attempt to the caller was made
Attempted Calls to Client	the number of times the callback was attempted
Client Available From	the earliest time the caller is available to receive the callback
Client Available To	the latest time the caller is available to receive the callback
ANI	the phone number of the caller
DNIS	the phone number the caller dialed
Dialable	the dialable number of the device that will handle the callback
Device Name	the name of the device that will handle the callback
Device Type	the type of device that will handle the callback — agentor queue
Recorded Message	contains a hyperlink to the voice callback .wav file left by the caller
Area	the province/state or other area the call originated from
Country	the country the call originated from
Endpoint	the endpoint attempting to perform the callback
Region	the region the call originated from

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