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Callback Settings

If a user gives ownership of a record to another user, callbacks related to that record can be set to remain with the original owner, or transfer to the new owner.

A field called Callback Settings on the Company Information page defines this behavior. The default option causes callbacks always to  remain with the initiating owner. A second option links callback ownership to the current record owner, insuring that they move to a new user when ownership is transferred.

This setting also comes into play when a callback is set up after a call has been transferred. If the setting is set to Initiating User, the callback will go to whoever created it. If it is set to Current Record Owner, it will go to the owner of the record.

Setting on the Company Information Page

Callback Settings Field

A field entitled Callback Settings can be found on the the Company Information page. It is in the Telephony Settings section:


(Company Settings - Telephony Settings - New Callback Settings Field)
Click to view larger image.

Field Dropdown

The Callback Settings field contains a dropdown with the two options:

  • Initiating User - The default option. Callbacks always remain with the creator of the callback.
  • Current Record Owner - Callbacks are tied to the current owner of the record. This ensures that callbacks will move to a new user if ownership of the record is given to another user. This option will also give callbacks to the record owner if they are made by another user after a call transfer.


(Callback Settings Field with Dropdown)
Click to view larger image.

Warnings

Whenever you change the value in the Callback Settings field and press Save, a warning appears to notify you of the change. Notice that changes to this setting are retroactive -- they apply to all existing callbacks, not just new ones created from this point forward.

If the field has been changed from "Current Record Owner" to "Initiating User," the following pop-up window will display:


(Current Record Owner Changed to Initiating User Warning)
Click to view larger image.

If the field has been changed from "Initiating User" to "Current Record Owner," this pop-up window will display:


(Initiating user changed to Current Record Owner Warning)
Click to view larger image.

In either case, clicking OK confirms the change and clicking Cancel brings you user back to the edit page without making the change.

Examples

Here are some examples of this feature in action to help you visualize the way it works.

Example 1 - Initiating User

  1. Frodo makes a callback with a contact. He is the record owner of this contact.
  2. Frodo transfers ownership of the record to Samwise.
  3. The callback remains with Frodo.

Example 2 - Current Record Owner

  1. Frodo makes a callback with a contact. He is the record owner of this contact.
  2. Frodo transfers ownership of the record to Samwise
  3. The callback now belongs to Samwise.

Example 3 - Call Transfer in Initiating User Mode

  1. Janine is on a call. She is the record owner.
  2. Janine transfers the call to Egon.
  3. Egon sets up a callback.
  4. This callback will belong to Egon.

Example 4 - Call Transfer in Record Owner Mode

  1. Janine is on a call. She is the record owner.
  2. Janine transfers the call to Egon.
  3. Egon sets up a callback.
  4. This callback will belong to Janine.

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