Cisco Cisco Agent Desktop 8.5 Guía Del Usuario
Cisco Agent Desktop User Guide 7.1
40
November 2006
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:
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.
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.
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.
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.
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 Outbound Dialer. Nailed mode does support Outbound
Dialer.
support Outbound Dialer. Nailed mode does support Outbound
Dialer.
Outbound Dialer Toolbar
and which dialing mode they are used with.
Table 8.
Outbound Dialer toolbar buttons and their functions
Button and Shortcut Key
DPrev
Pred
Prev
Prog
Accept (Alt-Shift-A)
The system dials the customer and
transfers the call to you.
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.
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.
×
×