Avaya Interaction Center User Manual page 197

1 Double-click the Avaya Agent icon on the Windows task bar, or click Start > Programs > Avaya
Interaction Center 6.0 > <name of the Business Application, such as CallCenterQ, CustomerQ,
or HRQ>.
The Avaya Agent Login dialog box is displayed.
2 On the Avaya Agent Login tab, type your login ID and password.
The Avaya Agent displays the agent desktop as follows:
CallCenterQ displays customer information agents can update.
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Contact History Browser displays prior contacts with the customer.
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EDU Viewer displays call information.
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Prompter displays the script you use during the job.
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3 Click the Outbound Contact tab to begin your calling activities.
Outbound Contact displays a list of jobs that match your skills.
4 Select three predictive dialing mode jobs and click Join Job.
Outbound Contact joins you to the jobs and begins calling customers.
The customer's information is displayed in the CallCenterQ, Contact History Browser,
Prompter, and EDU Viewer panes, just as the customer's data is displayed in the email and Web
channels.
The Status Control bar buttons (Call Back, Reschedule, Do Not Call, Close, and Proceed)
become enabled. The customer number is displayed in each pane.
5 Greet the customer and click the Prompter tab in the Contact History Browser.
The Show script, a simple survey of prospective car buyers, is displayed in the Prompter.
6 During your conversation, you read the script and record the customer's answers. Soon after
you begin your conversation, the customer asks you to reschedule the call later in the week, any
time after 5 p.m. The customer asks to speak with you, not another agent, on the rescheduled
call.
7 Before closing your conversation, click the Reschedule button on the Status Control bar to set
up when the customer would like to be called back later in the week (any time after 5 p.m.).
Indicate that the customer would like to speak with you.
a Reschedule the date and time of the call on the Date and Time tab.
Performing an Outbound Contact Job
Issue 1.0 June 2002 197