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

# Handling CALLBACK Dial Mode Calls

In Dial mode, the system automatically dials the contact's phone number, it and initiates your interaction with the contact as soon as the Callback interface appears on your screen.

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).

To handle a call:

- When the contact's phone is ringing, ... is alerting appears above the Disconnect button.

- After you are connected to the contact, ... is alerting changes to Talking to... .

To end the 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 perform 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.

For information on the basic Genesys Desktop interface functions, see Genesys Desktop Interface and Controls.