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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.
| 2 December 2010 49 |