When you have scheduled callbacks, you will see them on the Home Tab.
The dialer does not call the callbacks automatically, this is because in the past, if the agent was on a call at the same time that the dialer was calling the scheduled callback, then the lead would have been lost.
A scheduled call is considered a Manual Dialed Call.
Instead, when the agent logs in, they get a pop up letting them know that they have callbacks, and the agent can toggle to the Home Tab to view the callbacks.
The agent has several options from the Scheduled Calls area.
Clicking on the eye icon, they can view the lead and see notes and information about the call including the call back time.
Clicking on the phone icon, calls that lead right away, once the call is made and the agent dispositions the call, it is removed from the Scheduled Callback area.
The red X icon deletes the scheduled callback.
The pencil icon allows the agent to edit the callback time.