Avaya NN44400-114 manual Prerequisites for Predictive Outbound

Predictive Outbound

•Progressive: Similar to the Predictive dialing option, Contact Center sends a record to the dialer for automatic outbound processing. The contact is displayed on the Agent Desktop and the customer simultaneously receives the call. The agent cannot cancel the contact or dial the number. Unlike the Predictive dialing option, Contact Center prevents the number of calls in progress from exceeding the number of idle agents.

•Manual: Contact Center presents a record to the agent for review. No time limit is given. The agent can cancel the contact or manually dial the number. This dialing option is manual.

Attention: Do not perform telephony tasks by using a mixture of steps on your telephone and the telephony toolbar. For example, do not place a call on hold using your telephone and then retrieve the call by clicking Unhold on the toolbar.

Prerequisites for Predictive Outbound

•You must have the hardware and software required to configure and use the Predictive Outbound feature.

•You must have configured agents with Predictive skillsets.

•If Microsoft Internet Explorer Enhanced Security is enabled on your computer, you must add the Predictive Outbound application server to your list of trusted sites.

Navigation

•Changing to Ready status (page 49)

•Changing to Not Ready status (page 50)

•Changing to Not Ready status when on a contact (page 51)

•Handling a Predictive or Progressive call (page 51)

•Handling a Paced call (page 52)

•Handling a Preview call (page 52)

•Handling a manual call (page 53)

•Cancelling a call (page 53)

•Transferring a call (page 54)

•Conferencing in another agent (page 56)

•Hanging-up and leaving a conference call (page 57)

•Ending a contact (page 58)

•Originating a call (page 59)

•Scheduling a callback (page 59)

48 NN44400-114 Contact Center Agent Desktop 2 December 2010