Avaya Interaction Center User Manual page 190

Chapter 7 Managing Outbound Contact Calls
6 Click the Media tab in the Avaya Agent.
7 Using your desktop telephone, answer the stray call.
8 Click Close to end this call.
9 In the WrapUp dialog box, select Stray Call and click OK.
10 Click the Outbound Contact tab in the Avaya Agent.
11 Click Proceed to prepare for the next call.
Outbound Contact records the event and connects you with the next customer.
If you receive a stray call when you are not handling an outbound call, the way you handle the call
depends on whether your agent phone is configured for Auto Answer.
To handle a stray call when you are not handling an outbound call and you are using Auto
Answer:
When Outbound Contact displays the Stray Call dialog box, click OK.
n
Outbound Contact disconnects the stray call.
To handle a stray call when you are not handling an outbound call and you are using Auto
Answer:
1 When Outbound Contact displays the Stray Call dialog box, click OK.
You will hear a ringing tone for the stray call.
2 Click the Media tab.
3 Using your desktop telephone, answer the stray call.
4 End your call.
5 In the WrapUp dialog box, select Stray Call and click OK.
6 Click the Outbound tab.
7 Click Proceed to prepare for the next call.
Caution About Transferring a Call
Do not transfer an outbound call to another outbound agent or create a conference call. Instead,
you can reschedule the call and assign the agent that you would like to work with the customer
concerning the current call. Explain to the customer that you would like for another agent to call
them and ask the customer for a convenient time for the call. Then select the agent's name and
enter the time for the rescheduled call.
190 Avaya Agent User's Guide