Avaya NN44400-114 사용자 설명서

This chapter describes how to handle Predictive Outbound contacts by using 
Avaya Aura™ Agent Desktop.

Administrators create Outbound campaigns using the customer database, 
custom scripts, and Predictive Outbound settings that determine how calls are 
presented to agents with Predictive skillsets. Based on how the Administrator 
configures the campaign, calls can be dialed by the system or by the agent and 
presented to the agent automatically or with time for the agent to preview the 
contact.

The Predictive Outbound feature requires additional hardware and software.

You can use the Predictive Outbound features to perform the following 
telephone tasks:

•

Accept incoming contacts.

•

Cancel incoming contacts.

•

Place a call on hold.

•

Transfer a call to another party.

•

Transfer a contact to another agent, skillset or work session.

•

Conference a contact (call and data).

•

End a contact (call and data).

•

Schedule a callback.

There are five dialing options in Predictive Outbound for delivering contacts to 
the Agent Desktop. The dialing option used is determined by the Administrator 
during configuration of the campaign that is routing the contact to the Agent 
Desktop. The five dialing options are as follows:

•

Predictive: Contact Center sends a record to the dialer for automatic 
outbound processing. The contact is displayed on the Agent Desktop and the 
customer simultaneously receives the call. The agent cannot cancel the 
contact or dial the number.

•

Paced: Contact Center presents a record to the agent for review while the 
customer is being dialed. The agent cannot cancel the contact or dial the 
number.

•

Preview: Contact Center presents a record to the agent for review. After a 
configured period of time passes, the system dials the default number for the 
customer. Before this period of time passes, the agent can cancel the 
contact or manually dial the number.