Topic: Notification Queue
Version(s): Version 5.1 and up
Editions: Commerce and Call Center Editions
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.
The Internal Notification Detail page can be accessed when you have pending internal notifications.
- Choose the Notification Queue.
- Choose the Notification Template. The Notification template shows the number of notifications by time zone.
Choose the time zone you wish to make calls to and click
Get Next. If the calls are outside the allowed callback times set in Notification Calling Profiles, you will be prompted to confirm this decision. The Internal Notification Detail screen will appear.
- Select a status of Still Pending to return to the customer later, Delivered if the customer has been contacted, or Cancelled to remove the customer from the queue.
- When the Notification has been sent, the contact Time of Delivery will appear under the Notification History section of the Notification Detail screen.