Calls

Responder allows you to manage customer calls and callbacks. Any calls associated with open incidents are displayed on the Calls tab in Responder Explorer.

When a customer service representative fields a customer call, he or she can select a checkbox indicating that the caller has requested a callback. Customer callbacks are managed on the Responder web browser. A customer service representative is prompted to call back a customer who has requested it when the status of the associated incident has changed.

An administrator configures under which circumstances (e.g., restoration) customer service representatives are prompted to call back customers. Administrators can also determine which customers receive callbacks (other than those who have requested it). Critical customers may receive callback notification of an outage, whether they requested it or not.