Cisco Cisco Agent Desktop 10.0 User Guide

Cisco Agent Desktop User Guide

June 2007

Cisco Unified Outbound Dialer

If configured by your system administrator, your copy of Agent Desktop may include
the Cisco Unified Outbound Dialer toolbar. The buttons that appear on the toolbar are
determined by the type of dialing campaign set up by your administrator:

■

Progressive. In Progressive dialing mode, a fixed number of outbound lines
are dialed per agent available.

■

Predictive. In Predictive dialing mode, a mathematical algorithm determines
how many outbound lines to dial for each available agent. This algorithm
varies over time based on conditions in the contact center.

■

Preview. In Preview dialing mode, customer information is presented on your
desktop before the customer call is transferred to you. You have the option to
accept, reject, or skip the proposed call.

■

Direct Preview. In Direct Preview dialing mode, a call is ready to be dialed by
the Dialer and customer information is displayed on your desktop. When you
click Accept, the call is actually dialed and you are connected to the customer
without any time lag.

NOTE: Cisco Unified Mobile Agent call-by-call mode does not support
Unified Outbound Dialer. Nailed mode does support Unified Outbound
Dialer.

Unified Outbound Dialer Toolbar

Table 8

displays the Unified Outbound Dialer toolbar buttons, and describes their

function and which dialing mode they are used with.

Table 8.

Unified Outbound Dialer toolbar buttons and their functions

Button and Shortcut Key

DPrev

Pred

Prog

Accept (Alt-Shift-A)

The system dials the customer and
transfers the call to you.

Reject (Alt-Shift-R)

The system rejects the current call
and releases you from the outbound
calling reservation. At this point, the
system may deliver to you another
outbound call or a new inbound call.