Internal Notification Queue

Internal Notification Queue

Info
Module : Internal Notification Queue
Path : Sales or Customer Service Overview pages
Topic : Callback Queue
Version(s) : Version 5.1 and up 
Editions : Call Center Edition

Notification Queue

The Notification Queue allows outbound call backs to be performed when certain criteria is met for customers. This could be based on dropped or abandoned phone calls, dispositions or item statuses. If there are pending notifications, you will see them listed in the Queue and template drop down menus.



  1. Choose the Notification Queue.
  2. Choose the Notification Template. The Notification template shows the number of notifications by time zone.
  3. Choose the time zone you wish to make calls to and click  Get Next. 
    1. If the calls are outside the allowed callback times set in Notification Calling Profiles, you will be prompted to confirm this decision. 
  4. The Internal Notification Detail screen will appear, and it's important to note that the buttons you have available at the top of the detail screen are dependent on the type of notification that you are handling.

Notification Detail

The Internal Notification Detail page can be accessed when you have pending internal notifications.



Contact Information

  • Action Buttons - Selecting any of these options will change the notification status to delivered.  Click OK to continue to the Order Lookup/Customer/New Order screen.
    • To view customer's order detail screen, select the   Go To Order button.
    • To view customer's detail center, select the   Go To Customer button.
    • To enter a new order for the Contact, click on the   New Call/Order button, which will open the Order Entry page with the Customer contact information.
    • To schedule a call back for the customer, that will be created only for your user, click on the  Schedule Callback button.
  1. Name - as it was entered on the order screen
  2. Email - as it was entered on the order screen
  3. Address - as it was entered on the order screen
  4. Phone - as it was entered on the order screen
  5. No Soliciting - as it was entered on the order screen
  6. Notes - as it was entered on the order screen

Customer Information

  1. Age - as it was entered on the order screen
  2. Date Of Birth - as it was entered on the order screen
  3. Gender - as it was entered on the order screen
  4. SSN - as it was entered on the order screen

Call Information

  1. DNIS - as it was entered on the order screen
  2. Phone Ext - as it was entered on the order screen
  3. Call Time - system time during order entry
  4. Promo Code - as it was entered on the order screen
  5. ANI - as it was entered on the order screen
  6. Employee - who initiated order entry
  7. Script - associated to the DNIS used during order entry

Pending Notifications

  1. Template
  2. Status - select status to exit the queue:
    1. Available options:
      1. Still Pending to return to the customer later,
      2. Delivered if the customer has been contacted, or
      3. Cancelled to remove the customer from the queue.
    2. When the Notification has been sent, the contact Time of Delivery will appear under the Notification History section of the Notification Detail screen.
  3. Due Date
  4. Method

Notification History

  1. Template
  2. Status
  3. Time of Delivery
  4. Method

Internal Notification Queue
Copyright 2019
Revised 10.07.2024

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