##### USING Basic GENESYS DESKTOP Functions > Handling CallBack

# Handling CALLBACK Preview Mode Calls

In Preview mode, the callback alert appears on your desktop just before the system dials the contact's number.

The data related to the callback appears—for example, Scheduled date (the date for which the callback has been scheduled), Estimated Waiting Time (EWT), Real Waiting Time (RWT), and Phone number (the phone number to use to call back the contact).

You can choose to connect to, reject, or cancel a callback request.

- If you click Connect, you are connected to the customer.

- If you click Reject, the callback request returns to the Callback queue as an ASAP (As Soon As Possible) call, and it is then routed to the next available agent.

- If you click Cancel, the callback request is removed from the queue.

To handle a Preview call:

- On the Callback interface, click Connect.

To end a Preview call:

1. Click Disconnect to hang up.

2. When you are finished:

- If your system is not configured for Disposition Codes, click Mark Done.

- If your system is configured for Disposition Codes and you are required to enter one before proceeding:

1. Click the Disposition Code tab.

2. Click the appropriate Disposition Code.

3. Click Mark Done.

Note: After you are connected with your contact, you can accomplish various tasks, depending on the nature of the interaction. For example, you can update customer records if the callback is associated with a UCS contact, reschedule a call, and so on.