Cisco Cisco Agent Desktop 8.5 Mode D'Emploi
Cisco Desktop Administrator User Guide 7.0
124
31-Mar-06
Outbound Option Actions
Based on the enterprise data information, the agent selects the appropriate
Outbound Option action button on the Outbound Option toolbar.
Outbound Option action button on the Outbound Option toolbar.
The available Outbound Option actions are:
■
Accept. The system dials the customer and connects the call to the agent.
■
Reject. The system rejects the current call and releases the agent from the
outbound calling reservation. At this point, the system may deliver to the
agent another outbound call or a new inbound call.
outbound calling reservation. At this point, the system may deliver to the
agent another outbound call or a new inbound call.
■
Reject Close. The system rejects the current call and closes the record so
the customer will not be called again.
the customer will not be called again.
■
Skip. The system skips the current call and presents the agent with another
customer call.
customer call.
■
Skip Close. The system skips the current call and closes the record so the
customer will not be called again.
customer will not be called again.
■
Skip Next. The system skips the call and displays a menu of these options:
—
Wrong Number. The agent is informed that the number called is a wrong
number. After the call terminates, the system calls other customer phone
numbers.
number. After the call terminates, the system calls other customer phone
numbers.
—
Not Home. The agent is informed that the customer is not home. After the
call terminates, the system calls other customer phone numbers.
call terminates, the system calls other customer phone numbers.
■
Callback. Displays the Callback Properties dialog box, which the agent uses
to set a time and date to call back the customer. This action is enabled only if
the agent is in the talking or wrap-up agent state. The agent also uses this
dialog box to cancel a previously-scheduled callback of the current customer.
This action works only if the agent is in a talking or wrap-up state during an
ICM-generated call.
to set a time and date to call back the customer. This action is enabled only if
the agent is in the talking or wrap-up agent state. The agent also uses this
dialog box to cancel a previously-scheduled callback of the current customer.
This action works only if the agent is in a talking or wrap-up state during an
ICM-generated call.
■
Reclassify. Displays a menu that enables the agent to reclassify a customer
phone number as voice, answering machine, fax/modem, or an invalid
number.
phone number as voice, answering machine, fax/modem, or an invalid
number.
■
Cancel Reservation. The system releases the agent from the calling
campaign and places the agent in the Not Ready state. To resume
participating in the calling campaign, the agent must change the agent state
to Ready.
campaign and places the agent in the Not Ready state. To resume
participating in the calling campaign, the agent must change the agent state
to Ready.
Outbound Option Toolbar
In order for the Outbound Option actions to be available for agents to use, you must
configure the agent interface to include the Outbound Option toolbar.
configure the agent interface to include the Outbound Option toolbar.