Outbound calls and callbacks
44 NN44400-114 Contact Center Agent Desktop 2 December 2010
• Identify a customer for a scheduled callback.
Procedure steps
Step Action
1Click Schedule Callback.
2In the Schedule Callback window, select a skillset from the list to direct the
contact to the most appropriate agent skills.
3Select either an active agent for the call, or choose a specific agent from a list
of all agents.
4In the Subject box, type a subject for the callback.
5In the Time box, select the time to perform the callback.
6In the Date box, select the date to perform the callback.
7In the Reason box, type additional information about the contact or the
customer. Only agents and supervisors can view the information in the
Reason box.
8Click Send.
The scheduled callback is entered into the database, ready to be routed when
the selected date and time occurs.
--End--
Calling the customer
Call a customer when you need to manually place a call. With an outbound
campaign contact, your administrator can configure the call to be automatically
dialed when you accept the contact. A scheduled callback contact cannot be
configured to be dialed automatically. You must manually place the call af ter you
review the contact information.
Prerequisites
• Ensure that you are assigned to an outbound skillset.
Procedure steps
Step Action
1When the contact is presented to your desktop, click Accept.
2On the Agent Desktop Action bar menu, click Originate Call to dial the default
customer telephone number as displayed in the text box to the left of the
Originate Call button.
3In the Enter Destination dialog box, click OK to dial the default customer
telephone number.