Predictive Outbound
You can cancel only Preview or manual Predictive Outbound calls.
Prerequisites
•Ensure that you are in Ready status.
•Ensure that you have a Predictive skillset designated for handling telephone calls.
Procedure steps
Step Action
1Preview the customer details and the call script that appears on the Agent Desktop.
Your agent status is Preview or Preview(Manual).
2In the Preview Contact dialog box, click Cancel. The contact is returned to the queue.
--End--
Transferring a call
You can transfer a call to another agent in your Contact Center. Transferring a call requires several steps, particularly if the agent to whom you want to transfer a call is not in Ready status when the initial request is made. When you select an agent (or skillset, work session, or phone) and click Consult, a request to connect to the agent is generated. Following the request, one of the following occurs.
•If the requested agent is not logged on, the consult attempt fails immediately. The originating agent can try to transfer the call to another agent or can click Close to cancel the request.
•If the requested agent is logged on, but not in Ready status, the consult attempt fails immediately. The originating agent can try to transfer the call to another agent or can click Close to cancel the request.
•If the requested agent is logged on, but not in Ready status, and does not become available after 60 seconds, the request times out. The originating agent can try to transfer the call to another agent or can click Close to cancel the request.
•At any time while the request is being made, the originating agent can click Cancel to cancel the request. All other buttons on the Transfer dialog box are disabled while the request is being made.
54 | 2 December 2010 |
