Handling a non-standard callback call | Avaya NN44400-114 specification

Predictive Outbound

You can preview or cancel or dial the customer's phone number if the contact presented to the agent is a Preview or manual contact.

Prerequisites

•Ensure that you are in Ready status.

•The work session on CPSEE Application server is active.

Procedure steps

Step Action

1Respond to the call when it is presented to you. Your agent status is Talking.

--End--

Handling a non-standard callback call

Handling a non-Standard callback call is similar to handling a Preview call for the agent. A contact is presented to an agent as a result of a scheduled callback of any of the following types:

•Personal

•Enterprise campaign

•Private campaign

•Enterprise team

•Private team

For any of these callback call types you can preview a call before you or the system dials the customer’s phone number. You are given 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 Callback. The Preview time period begins to time down and the Time Remaining is displayed in the Preview Contact dialog box.

62 NN44400-114 Contact Center Agent Desktop

2 December 2010

Image 62

Avaya manual Handling a non-standard callback call, 62 NN44400-114 Contact Center Agent Desktop December

Contents

Agent Desktop Copyright 2010 Avaya Inc All Rights Reserved Contents Contents NN44400-114 Contact Center Agent Desktop December Fax message Instant messaging 107 Features New in this release New contact types New in this release Mail auto suggest Other changes 10 NN44400-114 Contact Center Agent Desktop December Introduction Prerequisites 12 NN44400-114 Contact Center Agent Desktop December NavigationIntroduction Agent Desktop User Interface Example of Agent Desktop layout Work item paradigm Top bar Terminal Action Menu Command DescriptionWork list window Example of work list layout Example of Action bar layout Action bar commands Icon Name DescriptionAction bar 16 NN44400-114 Contact Center Agent Desktop December User preferences Page Step Action Using your Agent DesktopInstalling the Agent Desktop End Using your Agent DesktopStarting the Agent Desktop 20 NN44400-114 Contact Center Agent Desktop December Step Action Click Start, All Programs, Avaya Logging on to Agent Desktop when using a desktop phoneCreating a shortcut to the Agent Desktop Select Send To, Desktop create shortcut End 22 NN44400-114 Contact Center Agent Desktop December Logging on to Agent Desktop when using the softphoneDescription Value Logging on to Agent Desktop of a SIP-enabled contact center Changing your password 24 NN44400-114 Contact Center Agent Desktop December Muting and unmuting when using the softphone Changing the audio settings for softphone Configuring the audio devices for softphone Changing your status to Ready Click Go Not Ready Accessing online helpChanging your status to Not Ready End NN44400-114 Contact Center Agent Desktop December 2010 Logging off from Agent Desktop End 28 NN44400-114 Contact Center Agent Desktop December Telephony 30 NN44400-114 Contact Center Agent Desktop December Accepting a callTelephony Telephony End Declining a callEntering an activity code End 32 NN44400-114 Contact Center Agent Desktop December Placing a call on holdReleasing a call on hold Transferring a call Conferencing in another agent Calling your supervisor Conferencing in a supervisorEnding a call 34 NN44400-114 Contact Center Agent Desktop December Click Initiate Call again Using Dtmf digitsMaking a call 36 NN44400-114 Contact Center Agent Desktop December Using the Emergency keyObserving a call Barging in on a call Ending your observation End 38 NN44400-114 Contact Center Agent Desktop December Outbound calls and callbacks End 40 NN44400-114 Contact Center Agent Desktop December Accepting an outbound contactOutbound calls and callbacks Declining an outbound contact Placing an outbound call 42 NN44400-114 Contact Center Agent Desktop December Using a scriptRecording the result Step Action Click the Disposition codes tab Ending the callScheduling a callback 44 NN44400-114 Contact Center Agent Desktop December Calling the customerStep Action Click Schedule Callback End NN44400-114 Contact Center Agent Desktop December 2010 Page Predictive Outbound 48 NN44400-114 Contact Center Agent Desktop December Prerequisites for Predictive OutboundPredictive Outbound Predictive Outbound statuses Description Actions Allowed Changing to Ready statusClick Go Ready Changing to Not Ready status 50 NN44400-114 Contact Center Agent Desktop December Predictive Outbound Click Go Not Ready Changing to Not Ready status when on a contactHandling a Predictive or Progressive call Predictive Outbound End Handling a Paced callHandling a Preview call 52 NN44400-114 Contact Center Agent Desktop December Cancelling a call Handling a manual call 54 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 Conference Ending a contact End 58 NN44400-114 Contact Center Agent Desktop December Originating a call Step Action Click Initiate a Call 60 NN44400-114 Contact Center Agent Desktop December Predictive Outbound Click Schedule CallbackSchedule Callback fields Field Descriptions Handling a standard callback call Handling a non-standard callback call 62 NN44400-114 Contact Center Agent Desktop December End NN44400-114 Contact Center Agent Desktop December 2010 Page Mail Example of e-mail toolbar Mail 66 NN44400-114 Contact Center Agent Desktop December Following table shows the e-mail feature buttons Mail editing and formatting controls Control Function 68 NN44400-114 Contact Center Agent Desktop December Accepting an incoming contactDeclining an incoming contact Verifying customer information Replying to an e-mail message 70 NN44400-114 Contact Center Agent Desktop December Creating an e-mail message Click Create Email Using the address book to reply to a contact Removing a name from the recipient list Defining your default template folder Creating a template response Adding an attachment to your e-mail response Using a template responseDefining your default attachment folder 74 NN44400-114 Contact Center Agent Desktop December Step Action Click Insert File Viewing e-mail attachmentsRemoving an attachment from an e-mail response Using the spelling checker End 76 NN44400-114 Contact Center Agent Desktop December Closing the e-mail contact Postponing work on a contact Step Action Click Follow-up Following up on a contactTransferring a contact within the contact center Step Action Click Transfer Click Transfer End Transferring a contact outside the contact centerPrinting contact details Mail 80 NN44400-114 Contact Center Agent Desktop December Fax message Accepting an incoming fax message Replying to a fax message Declining an incoming fax messageReviewing a fax message Fax message Closing a fax message Transferring a fax message Scanned document Accepting an incoming scanned document message Scanned document Declining an incoming scanned document messageReviewing a scanned document message End 86 NN44400-114 Contact Center Agent Desktop December Replying to a scanned document message Closing a scanned document message Transferring a scanned document Voice mail messages Accepting an incoming voice mail message Voice mail messages Declining an incoming voice mail messageListening to a voice mail message End 90 NN44400-114 Contact Center Agent Desktop December Replying to a voice mail message Closing a voice mail message Transferring a voice mail message Short Message Service text message Accepting an incoming SMS text message Replying to an SMS text message Short Message Service text messageDeclining an incoming SMS text message 94 NN44400-114 Contact Center Agent Desktop December Using the spelling checker 96 NN44400-114 Contact Center Agent Desktop December Closing an SMS text message contactTransferring an SMS text message Short Message Service text message Page Web communications Accepting a Web communications contact Web communications Customizing a tab name Declining a Web communications contact Pushing a Web page to a customer Sending a chat messageAdding an auto-phrase to a chat message Click the Send the Message icon Transferring a chat session Step Action Chat box, select Push the selected web page icon Click Complete Conference Conferencing a chat sessionEnding the Text Chat session 104 NN44400-114 Contact Center Agent Desktop December Sending the chat log in an e-mail message Page Instant messaging Prerequisites for instant messaging Instant messaging Accepting an instant messageDeclining an instant message 108 NN44400-114 Contact Center Agent Desktop December Using an auto-phrase Sending an instant message Viewing personnel using Contacts Presence Using suggested Web pagesUsing spelling checker in an instant message 110 NN44400-114 Contact Center Agent Desktop December Transferring an instant message using Contacts Presence Click Complete Transfer 112 NN44400-114 Contact Center Agent Desktop December Consulting on an instant message using Contacts PresenceConferencing an instant message using Contacts Presence Transferring an instant message using the work item control Instant messaging Click Complete Conference Conferencing an instant message using the work item control Ending an instant message Click Close Page Agent Statistics Control Prerequisites for Agent Statistics Accessing the Agent Statistics tabViewing the Skillset statistic chart Agent Statistics Viewing the Agent statistic chart Enabling Service Level alerts Using the Statistics Ticker End 120 NN44400-114 Contact Center Agent Desktop December Customer and contact details Prerequisites for working with customer and contact details Step Action Customer Details window, click Create Creating a customer recordCustomer and contact details End 122 NN44400-114 Contact Center Agent Desktop December Step Action Click Customer Search Searching for a customerAdding or editing customer information Viewing a CCT intrinsic Copying a CCT intrinsic Viewing the Auto Launch Application Running a CCT intrinsic-associated application Step Action Click Contact Search Searching for a contactCustomer and contact details End 126 NN44400-114 Contact Center Agent Desktop December Printing search results Viewing a contact Opening a contact End 128 NN44400-114 Contact Center Agent Desktop December Closing contacts supervisors only Selected contacts are highlighted blue