Predictive Outbound

Handling a standard callback call (page 61)

Changing to Ready status

Change to Ready status after you log on to Agent Desktop or any time you are ready to accept contacts.

Procedure steps

Step Action

1From the Agent Desktop application, click the status drop down icon.

2Click Go Ready.

The agent status changes to Ready.

--End--

Procedure job aid

Predictive Outbound statuses

Predictive Outbound status

Description

Actions Allowed

 

 

 

Not Ready

The agent cannot receive contacts.

Click Ready.

 

This is the initial status following

Log off Agent Desktop.

 

agent logon.

 

 

Ready

The agent can receive a contact.

Click Not Ready.

 

 

Log off Agent Desktop.

Talking

The agent is connected to a contact. Click Transfer, Conference, Hold,

 

 

Consult, Not Ready (pending),

 

 

Callback, Disposition, or Hangup.

Preview

The agent has received a contact on

Dial the contact’s phone number.

 

the Agent Desktop and is previewing

Cancel the contact.

 

the contact before dialing, canceling,

 

or receiving the contact.

Receive the call when the timer

 

 

expires.

Preview(Paced)

The agent has received a contact on

None.

 

the Agent Desktop and is previewing

 

 

the contact before the system

 

 

automatically connects the call.

 

Preview(Manual)

The agent has received a contact on

Dial the contact’s phone number.

 

the Agent Desktop and is previewing

Cancel the contact.

 

the contact before dialing or

 

canceling.

NN44400-114 Contact Center Agent Desktop

2 December 2010 49

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Avaya NN44400-114 manual Changing to Ready status, Click Go Ready, Predictive Outbound statuses Description Actions Allowed