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Avaya NN44400-114 manual Handling a Paced call, Handling a Preview call, Predictive Outbound End

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Predictive Outbound

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Handling a Paced call

Handling a paced call enables you to preview a call while it is being dialed by the system. You cannot cancel the call or dial the customer’s phone number.

Prerequisites

•Ensure that you are in Ready status.

Procedure steps

Step Action

1Preview the Customer Details and the call script that appear on the Agent Desktop.

Your agent status is Preview(Paced).

2Respond to the call when it is presented to you. Your agent status is Talking.

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Handling a Preview call

Handling a Preview call enables you to preview a call before you or the system dials the customer’s phone number. You have a predefined time period to preview the contact. Before this time period expires, you can dial the customer’s phone number or cancel the contact. When the Preview time period expires, the system dials the customer and presents the call to you.

Prerequisites

•Ensure that you are in Ready status.

Procedure steps

Step Action

1Preview the customer details and the call script that appears on the Agent Desktop.

Your agent status is Preview. The Preview time period begins to time down and the Time Remaining is displayed in the Preview Contact dialog box.

2Choose one of the following actions:

52 NN44400-114 Contact Center Agent Desktop

2 December 2010

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Avaya NN44400-114 manual Handling a Paced call, Handling a Preview call, Predictive Outbound End

Contents

Agent Desktop Copyright 2010 Avaya Inc All Rights Reserved Contents Contents NN44400-114 Contact Center Agent Desktop DecemberFax message Instant messaging 107 Features New in this releaseNew contact types New in this releaseMail auto suggest Other changes 10 NN44400-114 Contact Center Agent Desktop DecemberIntroduction PrerequisitesIntroduction Navigation12 NN44400-114 Contact Center Agent Desktop December Agent Desktop User Interface Example of Agent Desktop layoutWork item paradigm Top barCommand Description Work list windowTerminal Action Menu Example of work list layoutAction bar commands Icon Name Description Action barExample of Action bar layout 16 NN44400-114 Contact Center Agent Desktop DecemberUser preferences Page Installing the Agent Desktop Using your Agent DesktopStep Action Using your Agent Desktop Starting the Agent DesktopEnd 20 NN44400-114 Contact Center Agent Desktop DecemberLogging on to Agent Desktop when using a desktop phone Creating a shortcut to the Agent DesktopStep Action Click Start, All Programs, Avaya Select Send To, Desktop create shortcut EndDescription Value Logging on to Agent Desktop when using the softphone22 NN44400-114 Contact Center Agent Desktop December Logging on to Agent Desktop of a SIP-enabled contact center Changing your password 24 NN44400-114 Contact Center Agent Desktop DecemberMuting and unmuting when using the softphone Changing the audio settings for softphoneConfiguring the audio devices for softphone Changing your status to ReadyAccessing online help Changing your status to Not ReadyClick Go Not Ready End NN44400-114 Contact Center Agent Desktop December 2010Logging off from Agent Desktop End 28 NN44400-114 Contact Center Agent Desktop DecemberTelephony Telephony Accepting a call30 NN44400-114 Contact Center Agent Desktop December Entering an activity code Declining a callTelephony End Releasing a call on hold Placing a call on holdEnd 32 NN44400-114 Contact Center Agent Desktop December Transferring a call Conferencing in another agentConferencing in a supervisor Ending a callCalling your supervisor 34 NN44400-114 Contact Center Agent Desktop DecemberMaking a call Using Dtmf digitsClick Initiate Call again Observing a call Using the Emergency key36 NN44400-114 Contact Center Agent Desktop December Barging in on a call Ending your observation End 38 NN44400-114 Contact Center Agent Desktop DecemberOutbound calls and callbacks Outbound calls and callbacks Accepting an outbound contactEnd 40 NN44400-114 Contact Center Agent Desktop December Declining an outbound contact Placing an outbound callRecording the result Using a script42 NN44400-114 Contact Center Agent Desktop December Scheduling a callback Ending the callStep Action Click the Disposition codes tab Step Action Click Schedule Callback Calling the customer44 NN44400-114 Contact Center Agent Desktop December End NN44400-114 Contact Center Agent Desktop December 2010 Page Predictive Outbound Predictive Outbound Prerequisites for Predictive Outbound48 NN44400-114 Contact Center Agent Desktop December Click Go Ready Changing to Ready statusPredictive Outbound statuses Description Actions Allowed Changing to Not Ready status 50 NN44400-114 Contact Center Agent Desktop DecemberHandling a Predictive or Progressive call Changing to Not Ready status when on a contactPredictive Outbound Click Go Not Ready Handling a Paced call Handling a Preview callPredictive Outbound End 52 NN44400-114 Contact Center Agent Desktop DecemberCancelling a call Handling a manual call54 NN44400-114 Contact Center Agent Desktop December Click Transfer 56 NN44400-114 Contact Center Agent Desktop December Hanging-up and leaving a conference call Click ConferenceEnding a contact End 58 NN44400-114 Contact Center Agent Desktop DecemberOriginating a call Step Action Click Initiate a CallSchedule Callback fields Field Descriptions Predictive Outbound Click Schedule Callback60 NN44400-114 Contact Center Agent Desktop December Handling a standard callback call Handling a non-standard callback call 62 NN44400-114 Contact Center Agent Desktop DecemberEnd NN44400-114 Contact Center Agent Desktop December 2010 Page Mail Example of e-mail toolbarMail 66 NN44400-114 Contact Center Agent Desktop DecemberFollowing table shows the e-mail feature buttons Mail editing and formatting controls Control FunctionDeclining an incoming contact Accepting an incoming contact68 NN44400-114 Contact Center Agent Desktop December Verifying customer information Replying to an e-mail message70 NN44400-114 Contact Center Agent Desktop December Creating an e-mail message Click Create EmailUsing the address book to reply to a contact Removing a name from the recipient listDefining your default template folder Creating a template responseUsing a template response Defining your default attachment folderAdding an attachment to your e-mail response 74 NN44400-114 Contact Center Agent Desktop DecemberRemoving an attachment from an e-mail response Viewing e-mail attachmentsStep Action Click Insert File Using the spelling checker End 76 NN44400-114 Contact Center Agent Desktop DecemberClosing the e-mail contact Postponing work on a contactFollowing up on a contact Transferring a contact within the contact centerStep Action Click Follow-up Step Action Click TransferPrinting contact details Transferring a contact outside the contact centerClick Transfer End Mail 80 NN44400-114 Contact Center Agent Desktop December Fax message Accepting an incoming fax messageDeclining an incoming fax message Reviewing a fax messageReplying to a fax message Fax messageClosing a fax message Transferring a fax message Scanned document Accepting an incoming scanned document messageDeclining an incoming scanned document message Reviewing a scanned document messageScanned document End 86 NN44400-114 Contact Center Agent Desktop DecemberReplying to a scanned document message Closing a scanned document messageTransferring a scanned document Voice mail messages Accepting an incoming voice mail messageDeclining an incoming voice mail message Listening to a voice mail messageVoice mail messages End 90 NN44400-114 Contact Center Agent Desktop DecemberReplying to a voice mail message Closing a voice mail messageTransferring a voice mail message Short Message Service text message Accepting an incoming SMS text messageShort Message Service text message Declining an incoming SMS text messageReplying to an SMS text message 94 NN44400-114 Contact Center Agent Desktop DecemberUsing the spelling checker Transferring an SMS text message Closing an SMS text message contact96 NN44400-114 Contact Center Agent Desktop December Short Message Service text message Page Web communications Accepting a Web communications contact Web communicationsCustomizing a tab name Declining a Web communications contactSending a chat message Adding an auto-phrase to a chat messagePushing a Web page to a customer Click the Send the Message iconTransferring a chat session Step Action Chat box, select Push the selected web page iconConferencing a chat session Ending the Text Chat sessionClick Complete Conference 104 NN44400-114 Contact Center Agent Desktop DecemberSending the chat log in an e-mail message Page Instant messaging Prerequisites for instant messagingAccepting an instant message Declining an instant messageInstant messaging 108 NN44400-114 Contact Center Agent Desktop DecemberUsing an auto-phrase Sending an instant messageUsing suggested Web pages Using spelling checker in an instant messageViewing personnel using Contacts Presence 110 NN44400-114 Contact Center Agent Desktop DecemberTransferring an instant message using Contacts Presence Click Complete TransferConferencing an instant message using Contacts Presence Consulting on an instant message using Contacts Presence112 NN44400-114 Contact Center Agent Desktop December Transferring an instant message using the work item control Instant messaging Click Complete ConferenceConferencing an instant message using the work item control Ending an instant messageClick Close Page Agent Statistics ControlAccessing the Agent Statistics tab Viewing the Skillset statistic chartPrerequisites for Agent Statistics Agent StatisticsViewing the Agent statistic chart Enabling Service Level alertsUsing the Statistics Ticker End 120 NN44400-114 Contact Center Agent Desktop DecemberCustomer and contact details Prerequisites for working with customer and contact detailsCreating a customer record Customer and contact detailsStep Action Customer Details window, click Create End 122 NN44400-114 Contact Center Agent Desktop DecemberAdding or editing customer information Searching for a customerStep Action Click Customer Search Viewing a CCT intrinsic Copying a CCT intrinsicViewing the Auto Launch Application Running a CCT intrinsic-associated applicationSearching for a contact Customer and contact details EndStep Action Click Contact Search 126 NN44400-114 Contact Center Agent Desktop DecemberPrinting search results Viewing a contactOpening a contact End 128 NN44400-114 Contact Center Agent Desktop DecemberClosing contacts supervisors only Selected contacts are highlighted blue