##### USING Basic GENESYS DESKTOP Functions > Handling WEB Callback

# Handling WEB Callback Interactions

In Preview mode, when a callback interaction is directed to your Genesys Desktop, a yellow open media icon (shown below) flashes on the Batch Navigation pane. It has a small arrow in the top-left corner to indicate that it is a callback interaction.

1. Click the icon to open the Web Callback Preview interface.

2. The data related to the callback is displayed—for example, Type, Start time, End Time, Time shift and attempts.

You can choose to connect to or cancel a Web callback request.

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

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

3. To handle a Web callback Preview mode call, on the Web callback interface, click Connect.

When the connection is made, the Web Callback Interaction interface appears.

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 or cancel (undo) a rescheduled callback, and so on.

4. To end a Web callback Preview mode call, click Disconnect to hang up.

After disconnect, the phone call interface is replaced by the Web Callback preview interface.

5. When you are finished:

- You can select a call result from the Call result drop-down list.

- 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.