Label this article with the "techlibrary" label

This template is perfect for brief how-to articles or articles that don't require images

Overview

This is where you'll very simply describe the process that you will be covering, why the process is necessary, who it's for, etc.

Troubleshooting

1. Define history and scope 
   1. When did this start? 
      1. Were callbacks processed incorrectly yesterday? 
   2. Any prior tickets? 
   3. Are callbacks for a specific BP or all callbacks? 
2. Data Collection and Troubleshooting 
   1. Define the situation 
      1. What is supposed to happen compared to what is currently happening? 
   2. Obtain examples 
      1. Callback number 
      2. Callback time 
      3. What happened? 
   3. If callbacks are being processed too early/too late 
      1. Have the client check the Callback Timing tab in XCS Supervisor for the affected BP to verify the Callback Schedule 
         1. Pay attention to time zones (Those are NOT based on the number but are inherited from BP) 
   4. If callbacks are not being processed 
      1. Note the time and date window where callbacks were not processed 
      2. If all agents are on the phone, callbacks are not processed 
3. Escalation to Support Center 
   1. Note the history and scope 
   2. Note affected BP 
   3. Note any call examples 
   4. Note any additional tests/information 

Summary (optional)

This is where you'll wrap up your article, including any final thoughts, links to additional pages that may assist, etc.