Getting Started With Outbound Contact; Logging In To Outbound Contact - Avaya Interaction Center User Manual

Getting Started with Outbound Contact

Outbound Contact Management displays the jobs your supervisor associated with a campaign
(marketing goal) and your skills. In Outbound Contact Management, you speak with customers
and manage the call whether you are learning how to use this software, handling sensitive calls
that require time to review the customer information, or calling customers with a quick reminder.
When your supervisor sets up a job, they assign a dialing mode to the job. When setting up your
user account, your supervisor also identifies a dialing mode that complements your skills. The
dialing mode determines how the software:
Dials customer numbers
n
Connects you with customers
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Displays customer information
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Outbound Contact Management has three dialing modes:
n Preview dialing mode – Outbound Contact notifies you of the call before it dials the customer's
telephone number. You can prepare for the call and review the customer's information in
CallCenterQ and the Contact History Browser.
Automatic dialing mode – Outbound Contact calls the customer and notifies you about the call
n
as it dials the number. The customer information and script appear on your desktop when you
hear the ringing tone. You can review the customer's information only after Outbound Contact
connects you with the customer.
Predictive dialing mode – Outbound Contact does not notify you before the call. The software
n
dials the customer telephone number, displays the customer information, and connects you with
the customer. You receive the call as the customer's information is displayed in the CallCenterQ
and Contact History Browser, and the script is displayed in the Prompter pane.
During the job, Outbound Contact uses the appropriate dialing mode for your skills and the job.
For example:
If the outbound job is set to the predictive mode and you are set to the preview mode, Outbound
n
Contact uses the preview mode to connect you with the customer information before dialing.
If the outbound job calls customers who scheduled a call from the Web, Outbound Contact uses
n
the preview mode to connect you with the customer before calling.

Logging In to Outbound Contact

After you log in to Avaya Agent, you log in to Outbound Contact by making yourself unavailable
to handle the other media channels.
Note: To use Outbound Contact, you must log in to Avaya Agent at the workstation that has the
Phone Type assigned to your login ID. Contact your supervisor if you cannot log in to Outbound
Contact.
To log in to Outbound Contact:
1 Click the Media tab.
Getting Started with Outbound Contact
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