##### using the common tools

# Rescheduling Records

The Genesys Desktop Reschedule function enables you to reschedule a call (for example, if the contact is too busy to respond now) by using:

- Outbound Campaign Calls interface.

- Callback interface.

- Web Callback interface.

Note: In both the Outbound Campaign Calls and Callback interfaces, the Reschedule function is available only while you are interacting with a contact.

## Using the Outbound Campaign Calls Interface

1. Click the Reschedule tab on the Outbound Campaign Calls interface. The following pane appears:

- Change the date by clicking a new date in the calendar. If the reschedule date falls in a different month, select the month from the Month/Year drop-down list or by pressing the left and/or right arrow keys. You can also enter or edit the date in the Schedule callback on field.

- Change the time by selecting a time from the Schedule callback drop-down list. This drop-down list enables you to select time at 30-minute intervals. By default, the next 30-minute interval is selected. Click the pencil icon () to specify a more precise time.

- Select Personal call back if you want to be the agent who calls that customer on the newly scheduled date.

- Click Reschedule to record the new schedule, then

The rescheduled date and time is displayed below Personal call back check box.

Note: If you manually entered an invalid time value for Daily from or Daily till, then the Reschedule button is not available.

2. Close the interaction by clicking Mark Done.

If you click the Reschedule tab again, the Reschedule pane displays the last rescheduled date and time.

## Using the Voice Callback Interface

When you click Callback tab on the Callback interface, the following pane appears:

- You can change the date by clicking a new date in the calendar. If the reschedule date falls in a different month, select the month from the Month/Year drop-down list or by pressing the left and/or right arrow keys. You can also enter or edit the date in the Schedule callback on field.

- You can change the time by selecting a time from the Schedule callback at drop-down list. This drop-down list enables you to select times at 30-minute intervals. By default, the next 30-minute interval is selected. Click the pencil icon () to specify a more precise time.

- Click Reschedule to reschedule the call. The scheduled date is displayed in the pane if the request succeeded.

Note: If you manually entered an invalid time value for Daily from or Daily till, then the Reschedule button is not available.

## Using the Web Callback Interface

When you click Callback tab on the Web Callback interface, the following pane appears:

- You can change the date by clicking a new date in the calendar. If the reschedule date falls in a different month, select the month from the Month/Year drop-down list or by pressing the left and/or right arrow keys. You can also enter or edit the date in the Schedule callback on field.

- You can change the time by selecting a time from the Schedule callback at drop-down list. This drop-down list enables you to select times at 30-minute intervals. By default, the next 30-minute interval is selected. Click the pencil icon () to specify a more precise time.

- You can specify the expected duration of the call by selecting a duration from the Duration drop-down list. This drop-down list enables you to select times at 10-minute intervals. By default, the next 20-minute interval is selected.

- Click Reschedule to reschedule the call. The scheduled date is displayed in the pane if the request succeeded.

Note: If you manually entered an invalid time value for Daily from or Daily till, then the Reschedule button is not available.

- Click Undo to cancel the rescheduled call. The scheduled date is removed from the pane if the undo request succeeded. You can cancel the rescheduled call before you have marked the interaction as Done.