Predictive Outbound

Procedure job aid

Options when ending a call

Predictive Outbound status

Result when hangup is clicked

 

 

Talking

The Disposition Codes dialog box appears.

Wrapup

The Disposition Codes dialog box appears.

Conferenced(Owner)

The Disposition Codes dialog box appears.

ConferencedExt(Owner)

The Disposition Codes dialog box appears.

 

 

 

 

Originating a call

You can originate a call to a customer when you are in Wrapup status.

Prerequisites

Ensure that you are in Wrapup status.

Procedure steps

Step Action

1Click Initiate a Call.

2Select one of the customer phone numbers in the Select Destination box.

OR

Manually type a phone number in the Number To Dial box.

3Click Dial.

--End--

Scheduling a callback

Schedule a callback when you want to arrange a callback with a customer for a future date or time.

Prerequisites

Ensure that you have a Predictive skillset designated to handle telephone calls.

Procedure steps

Step Action

NN44400-114 Contact Center Agent Desktop

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Image 59
Avaya NN44400-114 manual Originating a call, Step Action Click Initiate a Call