Avaya NN44400-114 Manuel D’Utilisation

You can decline an outbound contact if you are unavailable to accept a call. 
Change your status to Not Ready if you are unavailable to handle contacts.

On theAgent Desktop work item, click Reject.

Place an outbound call by accepting or opening an outbound contact. You can 
then review the customer details and outbound contact script. Your outbound 
administrator can configure the outbound calls to be made immediately after you 
accept a call, or specify a number of seconds before the call is placed. 

After you accept or open an outbound contact, you can call the customer and 
perform the following tasks:

•

Verify customer information. After you successfully place the call, confirm 
that you have reached the correct customer by reviewing the contact 
information with the customer.

•

Follow the script or complete the questionnaire, if applicable.

•

Complete the call and assign a disposition code, schedule a callback if 
required, enter any applicable notes, and save the call results.

•

Understand how to use a script.

•

Understand how to record the result of a call.

On the Agent Desktop Action bar menu, click Initiate.

In the Enter Destination window, click OK to dial the default customer 
telephone number.

If you can speak with the customer, proceed with the call by using a script, if 
applicable.

If you cannot speak with the customer, record the result of the call to update 
the contact with the appropriate disposition code, reschedule the call, and add 
any applicable notes.