What if I get asked if I want a Courtesy Callback when calling into support?

Call volumes fluctuate and can often result in longer than normal wait times to speak with us. When hold times are longer than usual, you may be prompted to accept a Courtesy Callback. Below are answers to some of the common questions about using Courtesy Callback:

  • What number should I use for a callback?
    It is recommended that you use a number that can be answered even if you are away from your desk, such as your cellphone number.  By leaving your cellphone number you will have the convenience of being able to continue to work and move around your office instead of being tied to your office phone. If you do leave your office line and have an extension that needs to be entered, please leave the extension as well.
  • How long will I have to wait for a callback?
    When you enter your callback information for a Courtesy Callback it holds your current spot in line for your call to be answered.  If you call in and were the 5th spot in line for your call to be answered then you will be the 5th in line to receive a callback.
  • Is there a more direct way to get in touch with support without the need for a callback?
    Yes, you can access Live Chat at www.SageCity.com/Resources and select the Connect option.
    Live Chat can be accessed during business hours and can save you the time of waiting for a callback.
  • Is there somewhere that I can search to try and find an answer to my question?
    Yes, you can search our Sage KnowledgeBase at www.SageCity.com/Resources and select the Solve option.
  • Is there a way to submit a ticket online without calling in?
    Yes, you can search our Sage KnowledgeBase at www.SageCity.com/Resources and select the Submit option.
  • What happens if I miss my Courtesy Callback?
    We will leave you a message asking you to call in again if you need further assistance.  At that point you can call us again at 800-447-5700 and we will be able to assist you.
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