Direct Callback

The Direct Callback functionality allows a customer to select a date and time range they wish to receive a support call from a Customer Service Agent. The Callback request screen is similar to the standard eShare NetAgent Customer Login screen, but includes fields that allows for you to enter your phone number, time zone and a date/time range to receive a callback.

While requesting a telephone callback, Visitors have the added option of requesting an interactive chat session by checking the Start an interactive chat session now box. In this way, Visitors are able to start an interactive chat session with the next available Agent, while providing that Agent with the ability to dial the Visitor's telephone number through the Agent's callback session window. Therefore, the Visitor will be connected with the next available Agent via a chat session, and then receive a telephone call from that same Agent soon afterwards.

Note: The As soon as possible radio button is automatically elected by default when the Start an interactive chat session now box is checked. The Visitor may not elect to start an immediate interactive chat session and request a callback at a specific future time.

When the Callback request screen is completed (and the Visitor chooses not to check the Start an interactive chat session now box) and the “Submit Request” button is pressed, a confirmation screen will appear. The confirmation screen informs the Visitor that the request for a telephone callback has been received and that an Agent will be in contact within the date and time the Visitor specified.