Avaya manual Contents, NN44400-114 Contact Center Agent Desktop December

Contents

Conferencing in another agent					33
Conferencing in a supervisor 34
Ending a call 34
Calling your supervisor			34
Making a call 35
Using DTMF digits 35
Using the Emergency key				36
Observing a call	36
Barging in on a call 37
Ending your observation				38
Outbound calls and callbacks						39
Accepting an outbound contact					40
Declining an outbound contact					41
Placing an outbound call				41
Using a script 42
Recording the result		42
Ending the call 43
Scheduling a callback			43
Calling the customer		44
Predictive Outbound						47
Changing to Ready status				49
Changing to Not Ready status					50
Changing to Not Ready status when on a contact 51
Handling a Predictive or Progressive call						51
Handling a Paced call			52
Handling a Preview call			52
Handling a manual call			53
Cancelling a call	53
Transferring a call	54
Conferencing in another agent					56
Hanging-up and leaving a conference call						57
Ending a contact	58
Originating a call	59
Scheduling a callback			59
Handling a standard callback call 61
Handling a non-standard callback call 62
E-mail						65
Accepting an incoming contact					68
Declining an incoming contact					68
Verifying customer information					69
Replying to an e-mail message					69
Creating an e-mail message 71
Using the address book to reply to a contact 72
Removing a name from the recipient list						72

4 NN44400-114 Contact Center Agent Desktop 2 December 2010