# Hướng dẫn thiết lập, sử dụng Yêu Cầu Gọi Lại - Callback (Instructions to set up and using Callback)

Thiết lập này cho phép Owner trao quyền cho member xem được cuộc gọi nhỡ từ Queue, qua đó member có thể xử lý gọi lại cho khách hàng\
(This setting allows the Owner to give members permission to view missed calls from Queue, through which the member can handle callbacks for customers.)

1\. Thiết lập quyền xem báo cáo Lịch Sử cuộc gọi cho member\
(Set permission to view Call History reports for members)
---------------------------------------------------------

Bước 1: Vào Thiết lập -> Quản lý người dùng -> Nhân Viên -> Chọn Nhân viên mong muốn\
(Step 1: Enter Settings -> User management -> Users -> Choose the desired user)

<figure><img src="/files/MXhuYOOysTZ7sVelhfwQ" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/EBa0jKxUPZI59nGNcr8j" alt=""><figcaption></figcaption></figure>

Bước 2: Vào Quyền hiển thị -> Tích chọn Báo cáo Tổng đài\
(Step 2: Enter Display permissions -> Tick Call History Report)

<figure><img src="/files/nFJsA3J6z0vm66NyVdgo" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/mIpSH5rQqfzH671KMPeR" alt=""><figcaption></figcaption></figure>

Bước 3: Kéo xuống dưới cùng và ấn Lưu\
(Step 3: Scroll to the bottom and click Save)

<figure><img src="/files/hVZggKBwkKTdyFwqC0Hd" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/jmtqAxo3YJhEqCuEEhlE" alt=""><figcaption></figcaption></figure>

2\. Thiết lập assignment rule cho member\
(Set up assignment rules for members)
-------------------------------------

Bước 1: Vào Thiết lập -> Thiết lập Tổng đài -> Thiết lập yêu cầu gọi lại\
(Step 1:&#x20;

<figure><img src="/files/BwKJUD0QP23LZVkRgNwg" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/LvgnRKs7f4kebx01vR5D" alt=""><figcaption></figcaption></figure>

Bước 2 (Step 2:):

* Chọn Queue\
  (Choose Queue)
* Chọn Nhóm\
  (Choose Groups)
* Chọn User\
  (Choose User support)
* Chọn Chế độ phân công\
  (Choose Assignment Mode)
* Chọn Áp dụng cho\
  (Choose Apply for)

<figure><img src="/files/bMd3LSmH63O5QFPVgnxk" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/wFgKKyfIk7H2LZrzferD" alt=""><figcaption></figcaption></figure>

* Lưu\
  (Save)

<figure><img src="/files/GBKNN29GxgXaJ4k7ln1B" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/pYdoKiKJHzxfi7mLOJgv" alt=""><figcaption></figcaption></figure>

3\. Sau khi tạo assignment rule, member có thể vào thao tác tính năng Yêu Cầu Gọi Lại\
(After creating an assignment rule, members can enter the Callback Request feature)
-----------------------------------------------------------------------------------

Bước 1: Tại giao diện chính chọn Báo cáo -> Tổng đài\
(Step 1: At the main interface, choose Report -> Call history)<br>

<figure><img src="https://lh3.googleusercontent.com/BKeySzccDyr1cAulyuA6MhZcbkbc8I2J6L8ofE8-_rMGTdqaFgIY_yOfCdoc1dRO34jg_fa2-JE248xNXK_bgY3bx5Cw5vquDqjP5ojLICviC200jhmg0JrBNemV_eOi2fNtD6URHQq6cKo6NRyc-X4" alt=""><figcaption></figcaption></figure>

<figure><img src="https://lh7-us.googleusercontent.com/gKdrLnMDrBXpfnpoqVKae1PRiHBTW2K0facKW6jfzq3z4PHyQoy1qVcLQ_Yrv9H1Nz-o5GqGEg2XrDk0-QL2sUOanZsQVbhRjDAgeimvpQARnfUtZlks-SqPPlrAmqlc-CjT8gJCmSdn_-TwnTDIM6A" alt=""><figcaption></figcaption></figure>

Bước 2: Tại màn hình lịch sử cuộc gọi, member có thể lọc những cuộc gọi nhỡ chưa xử lí để thực hiện thao tác gọi lại cho khách hàng\
(Step 2: At the call history screen, members can filter unprocessed missed calls to call back the customer.)

<figure><img src="https://lh3.googleusercontent.com/I8d55WIx3So9Q7iSbSAXRVjlMox1Nexf1ThpEkxvW1P1ZxVY-dtRNgn2y1lcDMJYaq4Vv5Nu81aeEhsFQV4S0LUTHh8b66RRt9uWINDskiYZOHaBQe2fkKyfQW61puGh_iWnWdvtAbLVpXjAtR7PEmE" alt=""><figcaption></figcaption></figure>

<figure><img src="https://lh7-us.googleusercontent.com/YfX7QXEo3SJ51JzI-3KUuuX7RjLfTl1gdZf8jmLhiFx8cLrPcK9t6KbnhWS8-VeQUi2hpIg3X5G_xSaY2mAbT5wcYT7lnPFuuRGWDPg56gbXtLzrvhSY4xq_go8d-QPW8A4Hyd8hHu4coI4ErtqdV6Y" alt=""><figcaption></figcaption></figure>

Bước 3:  Sau khi gọi lại thành công, trạng thái cuộc gọi sẽ được thay đổi\
(Step 3: After the callback is successful, the call status will be changed)

<figure><img src="https://lh6.googleusercontent.com/LOYla19xBgRbNIb6Rqre2anHCScOHoEDpruxEPSyMiPbfwdG01QLJS9-Qi5xl40Xm72KKqcxa_0eWsR4Dv3BzGo9b3wxej8Q6lEDwbcQn062ycgBx7uBcbUm1XBAyfQfg6rLXyvPyWYsw-M3lh9cRCU" alt=""><figcaption></figcaption></figure>

<figure><img src="https://lh7-us.googleusercontent.com/I4A-0IpRfLsnBUHFJ8fI4T7TN7j730hURyut2umDMnfQ2ZnfCVnVHyHRpYum3Vmn4UPcwdNnPDFPNb-NNt-iFkqQzO2M_8uVFh9FZ4IR2KZ9fOglSzh-mienMjBIl0M57yIyaKoGRuLV9N6nFUP_cjM" alt=""><figcaption></figcaption></figure>


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