Making Yourself Available For Outbound Contact Calls; Joining Outbound Jobs - Avaya Interaction Center User Manual

Chapter 7 Managing Outbound Contact Calls
2 Click Agent until the button changes to Busy (Aux-work or unavailable for all media channels).

Making Yourself Available for Outbound Contact Calls

To make yourself available:
Click the Off Break button (the coffee cup).
n
Outbound Contact displays customer information on your screen, as follows:
n If the job is in preview dialing mode, you can preview the customer information before
accepting or rejecting the call.
If the job is in automatic or predictive dialing mode, you see the customer information as
n
Outbound Contact connects you with the customer.

Joining Outbound Jobs

Using the Outbound Contact tab, you select one or more jobs, join the jobs, and "go off break" to
become available to handle calls. Outbound Contact begins the process of connecting you with
customers.
To join a job:
1 Click the Outbound Contact tab.
2 Select the jobs your supervisor tells you to join on the Job Name list.
To select a series of consecutive jobs, press the Shift key. Then click the first and the last job
w
name.
To select more than one job individually, press the Control key while you click each job
w
name.
3 Click Join Job.
The icon preceding the job name changes from a closed red lock to a coffee cup ready for you
to go off break, as shown in the following illustration:
After you join one or more jobs, you are ready to manage Outbound Contact calls.
182 Avaya Agent User's Guide
Tip: To display the list of jobs in ascending (A-Z and 0-9) or descending (Z-A and 9-
0) order, click the bar above the list of job names.