Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Based on the enterprise data information, the agent selects the appropriate 
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.

■

Reject Close. The system rejects the current call and closes the record so 
the customer will not be called again.

■

Skip. The system skips the current call and presents the agent with another 
customer call.

■

Skip Close. The system skips the current call and closes the record so the 
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.

—

Not Home. The agent is informed that the customer is not home. After the 
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. 

■

Reclassify. Displays a menu that enables the agent to reclassify a customer 
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. 

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.