Avaya NN44400-114 Manuel D’Utilisation

•

Identify a customer for a scheduled callback.

Click Schedule Callback.

In the Schedule Callback window, select a skillset from the list to direct the 
contact to the most appropriate agent skills.

Select either an active agent for the call, or choose a specific agent from a list 
of all agents.

In the Subject box, type a subject for the callback.

In the Time box, select the time to perform the callback.

In the Date box, select the date to perform the callback.

In the Reason box, type additional information about the contact or the 
customer. Only agents and supervisors can view the information in the 
Reason box.

Click Send.

Call a customer when you need to manually place a call. With an outbound 
campaign contact, your administrator can configure the call to be automatically 
dialed when you accept the contact. A scheduled callback contact cannot be 
configured to be dialed automatically. You must manually place the call after you 
review the contact information. 

•

Ensure that you are assigned to an outbound skillset.

When the contact is presented to your desktop, click Accept.

On the Agent Desktop Action bar menu, click Originate Call to dial the default 
customer telephone number as displayed in the text box to the left of the 
Originate Call button.

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