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Talk to the customer and try to address the customer issue
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1. Select the **Call number** button on the Callback actions component.
**Note:** When the timer turns down to zero on the Callback actions component, the call is automatically dialed to the number in the drop-down. The timer must be enabled by the contact center provider for auto-dialing capability.
If you get to know that the issue is resolved and the callback isn’t required, you can select **Close Callback** and wrap up the interaction. Subsequently, the callback task is closed by CCaaS.
2. If the customer answers the call, resolve the customer's issue.
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Transfer the callback before dialing the call when it falls outside the agent's scope of responsibility to ensure that it reaches the appropriate agent or queue for resolution.
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1. Select the **Transfer callback** button on the Callback actions component to transfer an ASAP or Scheduled callback to another queue or agent before the call to the customer begins.
When you select the Transfer callback button, the Transfer callback subcomponent appears, which includes the following options:
- In the search field, select from the list or to transfer the callback.
- In the Queues list, select the queue for transfer to which you want to transfer the callback.
- In the Agents list, select the agent to whom you want to transfer the callback.
2. Select the \[Omitted image "Transfer\_queue\_arrow.png"\] Alt text: Transfer callback arrow icon to initiate the transfer callback. When transferring a callback, the Callback actions component displays a Transferring callback, please wait... message and a 'Cancel callback transfer' button.
3. Select the **Cancel callback transfer** button to cancel the transfer before the receiving agent accepts the request. For more details on how it’s displayed in the UI, see [CSM voice interaction record page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/csm-native-voice-record-page.md).
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Retry callback in case the customer doesn’t answer the call
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1. Select the **Retry call** button on the Callback actions component.
2. If a customer answers the call, address the customer request.
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Transfer the call when another agent is better equipped to assist the customer
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1. Select the transfer icon on the active call component. The call with the customer is placed on hold while you transfer the call to another agent.
2. In the Agents list, select the agent to whom you want to transfer the call to.
3. Select the three dot menu and perform one of the following:
- Select **Consult** to talk to the agent and provide the context of the callback request.
Once the new agent accepts the call, you can select **Merge calls** to merge your current customer call with the new agent or select **Leave & transfer** to disconnect the call with the customer and transfer it to the new agent directly.
- Select **Blind** to transfer the call directly to the agent without any consultation. The call gets transferred to the agent directly, and you get disconnected from the call.
Upon successful transfer of call to another agent, the callback interaction is assigned to the receiving agent. The callback task remains assigned to the original agent and can be wrapped up.
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