Servion's CallBack Manager provides two options to the caller - to be called back at a time specified by the caller (scheduled call back) or to be called back immediately, in which case, the CallBack Manager constantly looks for a 'free agent' to initiate the 'call back'.
Servion's CallBack Manager consists of two modules. The Inbound module is designed to take a 'call back' request from the caller waiting to be serviced by the agent. The Outbound module retrieves the 'call back' request based on priority and time of 'call back' and the application dials the agent's extension. If the agent is available, the call details are voiced to the agent and an out dial to the telephone number specified by the caller is made.
