Avaya NN44400-114 Manuel D’Utilisation

Verify the customer information and update any customer contact fields 
required.

Use a script if the campaign administrator assigned an agent script to the 
outbound campaign. The content of your script depends on the campaign. The 
script can contain an introduction, a conclusion, and a number of questions or 
suggested phrases. As you progress through the script with the customer, you 
can record your answers or comments directly on the Script Questions tab. The 
customer responses are saved automatically.

Attention:  If the campaign administrator did not assign an agent script to the 
outbound campaign, the Script Questions tab does not appear.

On the Agent Desktop, click the Script Questions tab.

Read the introduction to the customer.

Read each question in the script to the customer.

Record the customer responses by using one of the three methods defined on 
the Script Questions tab (the customer responses are saved automatically):

Select an option from the list. Depending on the outbound campaign, you 
can read the options to your customer to select the appropriate response.

Select an option.

Type the customer comments in a text box.

To disconnect from the call, click Release.

Record the result of a call by selecting a disposition code at the end of each 
outbound call. The campaign administrator defines disposition codes to use for 
each campaign. The disposition codes can be different in every campaign.