The Call Request feature allows a visitor to request a call from an agent. The call request creates a voice engagement incident for the agent to manage the call engagement and capture information about the visitor in a transcript.
If Call Bridging is enabled, the Request-a-call feature will check to see if the agent is available (not on other calls or taking chats), and if so, connect the visitor and agent.
|1||Enable calls||Enable calls for the account.|
|2||Mode||Select “Call Request” from the mode menu to configure the call request feature.|
|3||Queue timeout||Set the amount of time to wait until the call request callback times out.|
|4||Phone number||Enter the phone number for each agent that will receive call requests.|