When a visitor requests a call-back, a pop-up message will be sent to all agents who are monitoring the selected site, and have their status set to On-Line. A visitor has the option of specifying when they would like to be called. ParaChat LiveHelp will notify agents at the correct time.
The visitor will then appear in the Pending Call Backs list in the Client:
An agent may open the call back request by either clicking the pop-up itself when it appears, or by right-clicking the visitor in the Pending Call Backs list, and selecting Call from the pop-up menu. An agent may view call back requests without actually making a call.
The Call Back form shows details of a pending call back. Click the Make Call button to start a call. The first agent that clicks the Make Call button for a pending call back will take control of that call. An agent may then call the visitor using a regular phone. When the agent has finished the call, they may edit any of the contact fields, make changes to the Notes field, etc., and then click Close Call. The contact information will be updated against the visitor in ParaChat LiveHelp, and the call will be saved in the ParaChat LiveHelp database.
Making Calls Via Skype
If an agent has Skype installed, they may make a call directly from the ParaChat LiveHelp client via their Skype account. In the Call Type drop down menu, select Skype before the Make Call button is clicked. The Skype caller form then appears:
Click the Place Call button to call the visitor via Skype. Click End Call to end the call.
Note: The first time you do this, Skype will ask you if you want to allow the ParaChat LiveHelp Client access to Skype.
See: Adding Click To Call Back Links