Logging Out Of Outbound Contact; Agent Blending; Releasing You From Outbound Contact - Avaya Interaction Center User Manual

Chapter 7 Managing Outbound Contact Calls

Logging Out of Outbound Contact

After you leave one or more outbound jobs, you can log out of Outbound Contact using the Media
tab and Agent menu. For more information on logging out of Avaya Agent, see
Avaya Agent," on page
To log out of Outbound Contact:
1 Leave each outbound job.
2 On the Media tab, click Agent until the icon changes to Agent Aux status.
3 On the Agent menu, click Exit.

Agent Blending

You may have been assigned to handle both inbound calls (using the Media tab) and Outbound
Contact calls (using the Outbound Contact tab). If you are available for both types of calls,
Outbound Contact Management suspends you from handling inbound calls when you are handling
outbound calls. Then you can handle the outbound call without being disturbed.
Outbound Contact blends the activities you can do based on your skills and outbound jobs.
Outbound Contact uses the Agent Blending parameters set for the jobs to help determine:
Whether you can blend your work across Outbound Contact and other media channels
n
When you move out of the Outbound Contact channel
n
When you return to the Outbound Contact channel
n

Releasing You from Outbound Contact

During a job, when one of the media channels requires more agents than the automated outbound
calling requires, Outbound Contact begins to move you and other agents from the outbound calling
activities.
In this case, after you complete your current call, Outbound Contact performs the following
actions:
Places you "on break"
n
Releases you from each outbound job you joined
n
Makes the Media tab active
n
When you are released, you can receive incoming media contacts or manage outbound lists.
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"Logging Out of