Call Back Manager will notify the agent or workstation (depending on which option is selected in the campaign) that a callback is scheduled for this time. The agent can then determine if he wants the callback to take place.

The Call Back Manager is the feature of the Odyssey Supervisor program which is used to oversee, edit and/or delete callbacks that have been scheduled by the agents.

To open the Call Back Manager:

1. Select Database from the Main Menu. The Database Menu will open.
2. Select Callback Manager from the Database Menu. The Callback Manager will Open.

The Callback Manager has three tabs labeled Callbacks, By Agent and By Station.

THE "CALLBACKS" TAB

The Callbacks Tab displays all callbacks that are currently in the Callback Scheduler. The Callbacks Tab is the default tab. When the Callback Manager is opened, it displays the Callbacks Tab with that day's callbacks only, unless the Look-Ahead setting is changed.

THE "BY AGENT" TAB

The By Agent Tab displays callbacks for only one agent at a time - the agent whose name is displayed in the For Agent box at the upper right. It displays all callbacks scheduled by that agent for the time period defined in the Look-Ahead setting.

To view callbacks for a different agent simply change to that agent's name in the For Agent box.

THE "BY STATION" TAB

The By Station Tab displays callbacks for only one workstation at a time - the workstation displayed in the For Station box at the upper right. It displays all callbacks scheduled at that workstation, regardless of the agent who scheduled it, and for the time period defined in the Look-Ahead setting.

To view callbacks for a different workstation simply change to that station in the For Station box.

THE LOOK-AHEAD FEATURE

When the Callback Manager is first opened, it only displays callbacks that are scheduled for that day (Today). To view callbacks that are scheduled for a date and time after today's date, you must change the Look-Ahead setting. The Look-Ahead setting is located in the lower right on all three tabs of the Callback Manager.

By clicking on the down-pointing arrow to the right of the Look-Ahead box, you can access a drop-down menu offering time periods from 1 Day up to 4 Weeks, as well as an option. The option, or course, shows all callbacks in the scheduler, regardless of how far into the future they are set for. When the time period is changed, the Callback Manager immediately displays the callbacks that are scheduled within that period of time.

THE EDIT BUTTON

The Callback Manager offers the supervisor the ability to edit any callback in the scheduler. The Edit button is located on the right side on all three tabs of the Callback Manager.

This will open the Call Back Edit box, with the selected callback's information displayed

When an agent leaves your employment, use the Call Back Editor to assign his or her callbacks to other agents. Then, use the comments section to inform those agents of the source of the callbacks.

THE DELETE BUTTON

From the Callback Manager the supervisor can delete a callback. The Delete button is located on the right side on all three tabs of the Callback Manager. To delete a callback:

You will be given a confirmation box. Select Yes to delete the callback, or No to leave the callback intact.

THE DONE BUTTON

Selecting the Done button will close the Callback Manager. The Done button is located at the bottom center on all three of the Callback Manager tabs.

The Record Manager is the feature in the program where data can be managed. With the Record Manager, the following functions can be performed:

• Look up a particular record or group of records
• Export a list of records
• Print a list of records
• Edit fields in a record
• Change a call result code for the last call to a particular record
• Delete records - individually or a whole group
• Flag a record as a Never Call

The Record Manager is similar in function to the Query Builder. Queries are used to search for individual records or groups of records. The rules of criteria apply just the same. In fact, you can use your actual dialing queries in the Record Manager. That is, you can pull an existing dialing query into the Record Manager to view, edit or delete records contained therein.

OPENING THE RECORD MANAGER

Pick a query from the list, or create a new query to select the records you wish to manage. Alternately, use the Select from Dialing Queries button to bring up your Dialing Queries display.

After creating or selecting the desired query, click on the Done button. This will open the ViewEditForm with the matching records exhibited.

EXPORTING RECORDS TO A FILE

The Export Records button is the first of the function buttons located in the upper left corner of the ViewEditForm screen. The ODYSSEY export routine will create a comma delimited ASCII file, containing the fields you select to be included.

PRINTING A LISTING OF RECORDS

The Print Record Listing button is the second function button located in the upper left corner of the ViewEditForm screen. The ODYSSEY print record routine will print a list of the selected records, including the fields you select to be included.

EDITING FIELDS IN A RECORD

The Edit Record Fields button is the third function button located in the upper left corner of the ViewEditForm screen. Pressing the Edit Record Fields button will put you in Edit mode, which will allow you to edit the information in a record.

DELETING RECORDS FROM THE DATABASE

The Delete Records button is the fourth function button located in the upper left corner of the ViewEditForm screen.