Avaya NN44400-114 Manuel D’Utilisation

Handling a Standard callback call is similar to handling a normal call in each 
mode of predictive (Manual, Paced, Preview, Progressive and Predictive) apart 
from memo text. A contact is presented to an agent as a result of a scheduled 
Standard callback type.

A Standard callback call is automatically delivered to your Agent Desktop. The 
customer details and call script, including any memo notes entered when the 
scheduled callback was created, appear on your Agent Desktop.

Type

Type of callback or Predictive Outbound campaign. 
The type selected determines the Agent and Team 
names that you can select. The callback types are:

Standard: The callback goes to any available 
agent in the original Predictive Outbound 
campaign type.

Personal: The callback goes to the agent 
scheduling the callback, regardless of the 
Predictive Outbound campaign type or Team 
assigned.

Enterprise Campaign: The callback goes to the 
next available agent, if the agent scheduling 
the callback is not available.

Private Campaign: The callback goes to the 
agent scheduling the callback.

Enterprise Team: The callback goes to the 
next available agent in the assigned team.

Private Team: The callback waits for the agent 
scheduling the callback to be assigned to the 
team.

Agent

Agent for the callback. The team selected 
determines the agent names that can be selected.

Team

Team for the callback. The type of callback 
determines the Team names that can be selected.

Memo

Memo text entered by the agent scheduling the 
callback will appear at the bottom of the call script 
when the callback contact is presented to an agent.