Schedule a callback in a script (agents)
Contacts commonly request agents to call them back at a time when they are not busy. If a script designer has placed a Schedule Callback component in a script, the agent can schedule the callback directly from the script.
To schedule a callback from a script:
- Click the Date Input icon.
- Select the month, year, and day of the callback.
Note: An agent can schedule a callback up to 30 days in advance. - Select the Time field.
- Type in the hour and minute of the callback.
- Use the arrows to select AM or PM, or type A for AM or P for PM.
- Select the time zone field.
-
Begin typing a time zone name and select the appropriate time zone for the contact from the list. Each time zone gets its name from a continent or ocean and then the largest city in the region, for example, America/New_York or Europe/Paris.
Supported time zone names
When agents schedule a callback, or administrators populate zone columns in a contact list, use the following zone names.
Time zone names
Africa/Abidjan
Africa/Accra
Africa/Addis_Ababa
Africa/Algiers
Africa/Asmara
Africa/Bamako
Africa/Bangui
Africa/Banjul
Africa/Bissau
Africa/Blantyre
Africa/Brazzaville
Africa/Bujumbura
Africa/Cairo*
Africa/Casablanca*
Africa/Ceuta
Africa/Conakry
Africa/Dakar
Africa/Dar_es_Salaam
Africa/Djibouti
Africa/Douala
Africa/El_Aaiun
Africa/Freetown
Africa/Gaborone
Africa/Harare*
Africa/Johannesburg
Africa/Kampala
Africa/Khartoum
Africa/Kigali
Africa/Kinshasa
Africa/Lagos
Africa/Libreville
Africa/Lome
Africa/Luanda*
Africa/Lubumbashi
Africa/Lusaka
Africa/Malabo
Africa/Maputo
Africa/Maseru
Africa/Mbabane
Africa/Mogadishu
Africa/Monrovia
Africa/Nairobi*
Africa/Ndjamena
Africa/Niamey
Africa/Nouakchott
Africa/Ouagadougou
Africa/Porto-Novo
Africa/Sao_Tome
Africa/Tripoli*
Africa/Tunis
Africa/Windhoek*
America/Adak
America/Anchorage*
America/Anguilla
America/Antigua
America/Araguaina
America/Argentina/Buenos_Aires*
America/Argentina/Catamarca
America/Argentina/Cordoba*
America/Argentina/Jujuy
America/Argentina/La_Rioja
America/Argentina/Mendoza
America/Argentina/Rio_Gallegos
America/Argentina/Salta
America/Argentina/San_Juan
America/Argentina/San_Luis
America/Argentina/Tucuman
America/Argentina/Ushuaia
America/Aruba
America/Asuncion*
America/Atikokan
America/Bahia*
America/Bahia_Banderas
America/Barbados
America/Belem
America/Belize
America/Blanc-Sablon
America/Boa_Vista
America/Bogota*
America/Boise
America/Cambridge_Bay
America/Campo_Grande
America/Cancun*
America/Caracas*
America/Cayenne
America/Cayman
America/Chicago*
America/Chihuahua*
America/Costa_Rica
America/Cuiaba
America/Curacao
America/Danmarkshavn
America/Dawson
America/Dawson_Creek
America/Denver*
America/Detroit
America/Dominica
America/Edmonton
America/Eirunepe
America/El_Salvador
America/Fortaleza
America/Glace_Bay
America/Godthab*
America/Goose_Bay
America/Grand_Turk
America/Grenada
America/Guadeloupe
America/Guatemala*
America/Guayaquil
America/Guyana
America/Halifax*
America/Havana
America/Hermosillo
America/Indiana/Indianapolis*
America/Indiana/Knox
America/Indiana/Marengo
America/Indiana/Petersburg
America/Indiana/Tell_City
America/Indiana/Vevay
America/Indiana/Vincennes
America/Indiana/Winamac
America/Inuvik
America/Iqaluit
America/Jamaica
America/Juneau
America/Kentucky/Louisville
America/Kentucky/Monticello
America/La_Paz
America/Lima
America/Los_Angeles*
America/Maceio
America/Managua
America/Manaus*
America/Martinique
America/Matamoros
America/Mazatlan
America/Menominee
America/Merida
America/Mexico_City*
America/Miquelon
America/Moncton
America/Monterrey
America/Montevideo*
America/Montreal
America/Montserrat
America/Nassau
America/New_York*
America/Nipigon
America/Nome
America/Noronha
America/North_Dakota/Center
America/North_Dakota/New_Salem
America/Ojinaga
America/Panama
America/Pangnirtung
America/Paramaribo
America/Phoenix*
America/Port_of_Spain
America/Port-au-Prince
America/Porto_Velho
America/Puerto_Rico
America/Rainy_River
America/Rankin_Inlet
America/Recife
America/Regina*
America/Resolute
America/Rio_Branco
America/Santa_Isabel
America/Santarem
America/Santiago*
America/Santo_Domingo
America/Sao_Paulo*
America/Scoresbysund
America/St_Johns*
America/St_Kitts
America/St_Lucia
America/St_Thomas
America/St_Vincent
America/Swift_Current
America/Tegucigalpa
America/Thule
America/Thunder_Bay
America/Tijuana*
America/Toronto
America/Tortola
America/Vancouver
America/Whitehorse
America/Winnipeg
America/Yakutat
America/Yellowknife
Antarctica/Casey
Antarctica/Davis
Antarctica/DumontDUrville
Antarctica/Macquarie
Antarctica/Mawson
Antarctica/McMurdo
Antarctica/Palmer
Antarctica/Rothera
Antarctica/Syowa
Antarctica/Vostok
Asia/Aden
Asia/Almaty
Asia/Amman*
Asia/Anadyr
Asia/Aqtau
Asia/Aqtobe
Asia/Ashgabat
Asia/Baghdad*
Asia/Bahrain
Asia/Baku*
Asia/Bangkok*
Asia/Barnaul*
Asia/Beirut*
Asia/Bishkek
Asia/Brunei
Asia/Calcutta*
Asia/Chita*
Asia/Choibalsan
Asia/Chongqing
Asia/Colombo*
Asia/Damascus
Asia/Dhaka*
Asia/Dili
Asia/Dubai
Asia/Dushanbe
Asia/Gaza
Asia/Harbin
Asia/Ho_Chi_Minh
Asia/Hong_Kong
Asia/Hovd
Asia/Irkutsk
Asia/Jakarta
Asia/Jayapura
Asia/Jerusalem*
Asia/Kabul*
Asia/Kamchatka*
Asia/Karachi*
Asia/Kashgar
Asia/Kathmandu*
Asia/Kolkata
Asia/Krasnoyarsk*
Asia/Kuala_Lumpur
Asia/Kuching
Asia/Kuwait
Asia/Macau
Asia/Magadan*
Asia/Makassar
Asia/Manila
Asia/Muscat*
Asia/Nicosia
Asia/Novokuznetsk
Asia/Novosibirsk*
Asia/Omsk
Asia/Oral
Asia/Phnom_Penh
Asia/Pontianak
Asia/Pyongyang*
Asia/Qatar
Asia/Qyzylorda
Asia/Rangoon*
Asia/Riyadh*
Asia/Sakhalin*
Asia/Samarkand
Asia/Seoul*
Asia/Shanghai*
Asia/Singapore*
Asia/Srednekolymsk*
Asia/Taipei*
Asia/Tashkent
Asia/Tbilisi*
Asia/Tehran*
Asia/Thimphu
Asia/Tokyo*
Asia/Tomsk*
Asia/Ulaanbaatar*
Asia/Urumqi
Asia/Vientiane
Asia/Vladivostok*
Asia/Yakutsk*
Asia/Yekaterinburg*
Asia/Yerevan*
Atlantic/Azores*
Atlantic/Bermuda
Atlantic/Canary
Atlantic/Cape_Verde*
Atlantic/Faroe
Atlantic/Madeira
Atlantic/Reykjavik
Atlantic/South_Georgia*
Atlantic/St_Helena
Atlantic/Stanley
Australia/Adelaide*
Australia/Brisbane*
Australia/Broken_Hill
Australia/Currie
Australia/Darwin*
Australia/Eucla
Australia/Hobart*
Australia/Lindeman
Australia/Lord_Howe
Australia/Melbourne
Australia/Perth*
Australia/Sydney*
CET
CST6CDT
EET
EST
EST5EDT
Etc/GMT*
Etc/GMT+1
Etc/GMT+10
Etc/GMT+11
Etc/GMT+12
Etc/GMT+2
Etc/GMT+3
Etc/GMT+4
Etc/GMT+5
Etc/GMT+6
Etc/GMT+7
Etc/GMT+8
Etc/GMT+9
Etc/GMT-1
Etc/GMT-10
Etc/GMT-11
Etc/GMT-12*
Etc/GMT-13
Etc/GMT-14
Etc/GMT-2
Etc/GMT-3
Etc/GMT-4
Etc/GMT-5
Etc/GMT-6
Etc/GMT-7
Etc/GMT-8
Etc/GMT-9
Etc/UCT
Etc/UTC
Europe/Amsterdam
Europe/Andorra
Europe/Astrakhan*
Europe/Athens*
Europe/Belgrade*
Europe/Berlin*
Europe/Brussels
Europe/Bucharest
Europe/Budapest
Europe/Chisinau
Europe/Copenhagen
Europe/Dublin
Europe/Gibraltar
Europe/Helsinki*
Europe/Istanbul*
Europe/Kaliningrad*
Europe/Kiev
Europe/Lisbon
Europe/London*
Europe/Luxembourg
Europe/Madrid
Europe/Malta
Europe/Minsk*
Europe/Monaco
Europe/Moscow*
Europe/Oslo
Europe/Paris*
Europe/Prague*
Europe/Riga
Europe/Rome
Europe/Samara*
Europe/Simferopol
Europe/Sofia
Europe/Stockholm
Europe/Tallinn
Europe/Tirane
Europe/Uzhgorod
Europe/Vaduz
Europe/Vienna
Europe/Vilnius
Europe/Volgograd
Europe/Warsaw
Europe/Zaporozhye
Europe/Zurich
HST
Indian/Antananarivo
Indian/Chagos
Indian/Christmas
Indian/Cocos
Indian/Comoro
Indian/Kerguelen
Indian/Mahe
Indian/Maldives
Indian/Mauritius*
Indian/Mayotte
Indian/Reunion
MET
MST
MST7MDT
Pacific/Apia*
Pacific/Auckland*
Pacific/Chatham
Pacific/Chuuk
Pacific/Easter
Pacific/Efate
Pacific/Enderbury
Pacific/Fakaofo
Pacific/Fiji*
Pacific/Funafuti
Pacific/Galapagos
Pacific/Gambier
Pacific/Guadalcanal*
Pacific/Guam*
Pacific/Honolulu*
Pacific/Johnston
Pacific/Kiritimati*
Pacific/Kosrae
Pacific/Kwajalein
Pacific/Majuro
Pacific/Marquesas
Pacific/Midway
Pacific/Nauru
Pacific/Niue
Pacific/Norfolk*
Pacific/Noumea
Pacific/Pago_Pago
Pacific/Palau
Pacific/Pitcairn
Pacific/Pohnpei
Pacific/Port_Moresby
Pacific/Rarotonga
Pacific/Saipan
Pacific/Tahiti
Pacific/Tarawa
Pacific/Tongatapu*
Pacific/Wake
Pacific/Wallis
PST8PDT
UTC
WET
* Time zones supported on Microsoft Edge
- If the script has a button or link, such as Submit, click it to submit the callback. If not, the script designer could have created a feature to save the callback as the agent selects the date, time, and time zone.
If you are unsure how to submit a scheduled callback, ask your manager or supervisor for help.
