Previewing A Customer's Information; Proceeding Through Agent Tasks - Avaya Interaction Center User Manual

Previewing a Customer's Information

When the Outbound Contact calls a customer using the preview dialing mode, the software
notifies you of the call and displays the customer information and script. This makes it possible for
you to prepare for the call.
You decide whether to accept or reject the call before the Outbound Contact calls the customer. If
you reject the call, the software passes you information for the next customer that matches your
profile.
Button

Proceeding Through Agent Tasks

After you log in to Avaya Agent, you log in to the Outbound Contact channel. You handle most of
the calling activity from the Status Control bar on the Outbound Contact tab.
As you proceed through each task, Outbound Contact enables and disables buttons that show the
tasks you can do next. Your outbound calling tasks include the following:
Button
Join Job
Off Break
Accept Reject
Button Name
Accept
Reject
Action
Select and join one or more jobs that your supervisor started. Select jobs from
the Available job list.
Click Join Job.
Click Off Break on the toolbar to tell Outbound Contact you are changing from
an unavailable (coffee cup) state and are ready to handle calls. The cup
changes to the pressed coffee cup.
If the job is set to the preview dialing mode, you can accept or reject talking to
customers by previewing the customer information in CallCenterQ and the
Contact History Browser.
Click Accept to dial the number and speak with a customer. Outbound Contact
enables the appropriate toolbar buttons.
Click Reject to not make this call. Outbound Contact enables Proceed. To
continue with the next call, click Proceed.
Proceeding Through Agent Tasks
Action
Use to accept the call to the customer. Outbound Contact
dials the customer's telephone number and connects you
with the customer.
Use to reject the call to the customer. Outbound Contact
Management retrieves the next appropriate customer
information and displays it on your screen.
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