Avaya NN44400-114 사용자 설명서
Outbound calls and callbacks
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NN44400-114 Contact Center Agent Desktop
2 December 2010
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Accepting an outbound contact
Use the Agent Desktop interface to accept and handle outbound campaigns one
call at a time.
call at a time.
Your outbound administrator can configure the outbound calls to be made
immediately after you accept a call, specify a number of seconds before the call
is placed, or enable the agent to make the call.
immediately after you accept a call, specify a number of seconds before the call
is placed, or enable the agent to make the call.
By using the Contact Center Manager Administration, an administrator can
configure the Agent Desktop to give visual and audible alerts when a contact is
presented. For more information about these features, see Avaya Aura™
Contact Center Server Administration (NN44400-610).
configure the Agent Desktop to give visual and audible alerts when a contact is
presented. For more information about these features, see Avaya Aura™
Contact Center Server Administration (NN44400-610).
Prerequisites
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Ensure that you are in Ready state.
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Ensure that you have a skillset to handle outbound contacts.
Procedure steps
Step
Action
1
On the Agent Desktop work item, click Accept.
When you accept an incoming contact, you connect to the customer. The
Agent Desktop expands to show the customer details and the defined script for
the call, the call is dialed according to the settings in the outbound campaign,
and the call timer appears on the status bar.
Agent Desktop expands to show the customer details and the defined script for
the call, the call is dialed according to the settings in the outbound campaign,
and the call timer appears on the status bar.
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