Managing The Conversation - Avaya Interaction Center User Manual

Chapter 7 Managing Outbound Contact Calls
Tone
Special Information
Tone (SIT)
No Answer
Fax machine
Modem
To record the No Contact call:
1 Click the No Contact button.
2 Verify or correct the selected reason from the No Contact dialog box, and click OK.
3 Click Proceed when you are ready to speak with another customer.
Outbound Contact connects you with the next customer.

Managing the Conversation

After you receive a call, begin your conversation with the customer by reading the script
associated with the job and recording the customer's responses. Avaya Agent displays the script in
the Prompter. You may need to click the Prompter to begin. The script text is based on your
conversation and the customer's responses to your questions.
During the conversation, the customer may ask that you reschedule the call or that you do not call
again.
Rescheduling a Call
You can reschedule a call to occur later in the day or on another day. You can also specify whether
a specific agent or any agent can handle the call. The Outbound Contact Management records the
customer's request after you end the conversation.
Note: Outbound Contact calls the customer based on the customer's local time.
186 Avaya Agent User's Guide
Description
You heard a SIT code when connected.
No one answered the telephone call.
A fax machine answered the telephone call.
A telephone modem answered the telephone call.