1. While on a call with the lead, press the 'Set Callback' button (lower-left hand corner).
2. Fill in the date and time information and click 'Set Callback'
3. Once the date and time arrives, the lead will automatically pull into the dialer for the call back.
. . . Are call back times based on the time zone that the call center is in or the time zone of the lead?
The callbacks are set based off of the current users time. That is the time that is set in their personal information. So when your client says "call me back at 3" you may need to do a little math to adjust for the difference in the time zones.
current user as in the rep using the dialer right?
Yes, that is correct.