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

# WEB Callback Window Interface

## Action Keys and Buttons (Left Pane)

This area displays information related to the callback request. The following table defines the functions that are available in the web Callback section:

Action | Function
Conference | Enables you to make a voice conference interaction with another person. Click to open a window in which you can enter a phone number. Toggles to the Conference Completed button. For details, see Using Conference.
Conference Completed | Completes the voice conference interaction. Toggles to the Conference button.
Transfer | Enables you to transfer the interaction to another person. Click to open a window in which you can enter a phone number.
Transfer Completed | Completes the interaction transfer if the transfer target is connected.
Hold | Puts the customer on hold. Toggles to the Un-Hold button.
Un-Hold | Indicates that the contact is on hold. Click to retrieve the contact. Toggles to the Hold button.
Alternate | During a transfer or a conference, enables you to put one person on hold while you talk with another person.
Pencil icon | Toggles between the phone pad, on which you can dial a number, and the combo box that displays all the phone numbers of the selected contact.
Dial keypad | Enables you to enter a new phone number or modify the one in the Phone number box. During an active interaction (talking status), you can send dual tone multi frequency (DTMF) signals; this enables you to send numbers to an IVR or other call handling device.
Connect | Connects to the number displayed in the Phone number box. Toggles to the Disconnect button.
Disconnect | Enables you to disconnect when the interaction is completed. This button appears after you accept the interaction or click the Connect button.
Reconnect | Enables you to take your caller off hold if the agent you dialed cannot take the transfer or conference.
Cancel | Removes the callback from the queue so that the contact will not be called back again.
Call Result | A drop-down list that enables you to select the result of the interaction (for example, why the call did not go through, or that the call was OK).
Mark Done | Saves all the information that you entered and closes the Callback interface.
Notepad | Enables you to enter comments about the current interaction and store them in the Contact History. The reason for transferring an interaction is added to the Notepad automatically. See Using Contact History Overview and Using Notepad.
Attached Data | Provides information about an interaction, such as an account number or type of service. See Attached Data.
Custom Data | Custom data contains additional information related to the interaction. You can modify, but not add or delete, custom data.
Disposition Code | Disposition Code contains a checklist of options that you can click to specify the outcome of the interaction. Your system might be configured so that you cannot click Mark Done until you have selected a disposition code. Your system might be configured so that this tab is not displayed.

## Common Interaction Panes (Right Pane)

The right pane contains three sub-panes, Customer Records, Resources, and Co-Browse, which contain tools that are common to the different types of interactions. Toggle between these sub-panes by clicking the appropriate button.

- The Customer Records pane enables you to access the database of contacts, and the Contact History for each contact, if a UCS contact is associated with the callback.

For a callback interaction, the Callback tab is available on this pane. The Callback tab contains two panes :

- Reschedule pane: Enables you to reschedule the callback or cancel (undo) a rescheduled callback.

- Callback data pane: Contains details about the callback, such as the type (ASAP or scheduled), attempt number, Start time, End time, Time shift, and Subject.

- The Resources pane enables you to access the Standard Responses database, which contains prewritten responses that you can use during an interaction. You can customize a response to fit the current call.

- The Co-Browser pane enables you to browse through your company's website with a customer.