The IVR collects information from the OrgLtd’s counselling appointment schedule (as configured in CallGuide Admin) for example the customer's options for changing the offered appointment time. 
Maria selects the menu choice for counselling, and thereby the flow for the Callback appointment schedule function is started. The IVR reads the ordinary welcome message included in OrgLtd’s main menu, mentioning counselling. Customer Maria calls OrgLtd, dialling the phone number leading to OrgLtd’s IVR entrance used for counselling. sound files read out to the caller making various menu choices. Included in the feature there is a predefined dialogue flow in the cloud service. The agent working in CallGuide Edge Agent can also be alerted with a sound signal, set via CallGuide Agent default settings. The callback appointment records are routed to the agents via specific waiting lists, showing the due records in green and overdue records in yellow or red (depending on defined standards of service). The agents can also create appointment reservations manually, on behalf of the customers as described in Book Callback The IVR present suggestions of time slots to be called back, as defined for each individual appointment schedule in The Callback appointment schedule window The callback appointment function allows customers to book appointments with agents in the contact centre, via the IVR. Make appointment reservations on behalf of the customer, via CallGuide Edge Agent: See Book Callback. Give agents a pre-set reserved duration time for each callback call, suited to the complexity of the topics to be discussed. Let the group define their own rules for how to work with callback appointments. Create a callback appointment schedule for each department or group that needs to manage their own appointments. Optionally, let the customer change to another than the first offered time. Let the IVR read out an appointment time, i.e. Offer customers to set up phone appointments with the contact centre via IVR. Limit and distribute call peaks for the contact centre. 
Basics about Callback appointment schedule
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