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

# HANDLING callback Overview

As an agent, you might have to handle callback requests.

A contact can schedule a callback for a particular time, or request to receive it as soon as possible. A contact can also request a callback from an IVR (Interactive Voice Response) system, or a web page, in order to avoid a long wait in the response queue.

If you are logged in and ready, the Callback interface appears on your screen.

There are two modes of callbacks (the mode that you use depends on the configuration of your Callback interface):

- Preview mode, in which you can choose to connect to, reject, or cancel the Callback request.

- Dial mode, in which the system dials the callback number automatically.

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, reschedule a call, and so on.