Avaya Interaction Center User Manual page 192

Chapter 7 Managing Outbound Contact Calls
3 Click the Proceed button when you are ready for the next call.
Outbound Contact ends the script and connects you with the next customer.
Depending on the dialing mode, you can preview the next customer's information before
connecting with the customer.
Managing Nuisance Calls
If you see "Nuisance Call" in the message box when you speak with a customer, Outbound
Contact previously called the customer during the job but could not connect the customer with an
agent.
Tip: During your conversation, you can apologize for the problem that caused the nuisance call.
Your supervisor can tell you exactly what you should say to customers who have received a
nuisance call.
Pausing Outbound Contact Calling
When you "go on break," you signal the Outbound Contact that you are unavailable to handle
outbound calls. When you want to resume handling outbound calls, you "go off break" to signal
the software that you are available for calls.
Taking a Break
You can indicate that you want to "go on break," any time during the job. Your break becomes
effective after you complete the conversation and end the call.
To take a break:
Click the On Break button.
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Outbound Contact enables the Status Control button indicating that you are unavailable to handle
outbound calls or speak with customers. The icon preceding the job in the Job Name list changes
from a lock to a coffee cup.
Returning to Work
After your break, you resume handling calls by "going off break."
To return to work:
Click the Off Break button.
n
Outbound Contact deactivates the button. The icon preceding the job in the Job Name list changes
from a coffee cup to a lock.
192 Avaya Agent User's Guide