Avaya NN44400-114 manual Accepting an outbound contact, Outbound calls and callbacks

Outbound calls and callbacks

•Placing an outbound call (page 41)

•Using a script (page 42)

•Recording the result (page 42)

•Ending the call (page 43)

•Scheduling a callback (page 43)

•Calling the customer (page 44)

Accepting an outbound contact

Use the Agent Desktop interface to accept and handle outbound campaigns one call at a time.

Your outbound administrator can configure the outbound calls to be made immediately after you accept a call, specify a number of seconds before the call is placed, or enable the agent to make the call.

By using the Contact Center Manager Administration, an administrator can configure the Agent Desktop to give visual and audible alerts when a contact is presented. For more information about these features, see Avaya Aura™ Contact Center Server Administration (NN44400-610).

Prerequisites

•Ensure that you are in Ready state.

•Ensure that you have a skillset to handle outbound contacts.

Procedure steps

Step Action

1On the Agent Desktop work item, click Accept.

When you accept an incoming contact, you connect to the customer. The Agent Desktop expands to show the customer details and the defined script for the call, the call is dialed according to the settings in the outbound campaign, and the call timer appears on the status bar.

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40 NN44400-114 Contact Center Agent Desktop 2 December 2010