Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Unified Outbound Dialer
November 19, 2013
139
All four dialing modes use the personal callback feature. This features enables an
agent to reschedule a customer call at the customer’s request for a more convenient
time. Callbacks can be configured so that, when the call is redialed, the call is directed
to any agent (regular callback) or the call is directed to the agent who made the
callback reservation (personal callback). The callback type is configured at the
campaign level and is not controlled by the agent.
agent to reschedule a customer call at the customer’s request for a more convenient
time. Callbacks can be configured so that, when the call is redialed, the call is directed
to any agent (regular callback) or the call is directed to the agent who made the
callback reservation (personal callback). The callback type is configured at the
campaign level and is not controlled by the agent.
Outbound Dialer Actions
Based on the enterprise data information, the agent selects the appropriate Outbound
Dialer action button on the Outbound Dialer toolbar.
Dialer action button on the Outbound Dialer toolbar.
The available Outbound Dialer 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 can deliver to the agent
either another outbound call or a new inbound call.
outbound calling reservation. At this point, the system can deliver to the agent
either 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.
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.
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 a call
generated by Unified ICM.
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 a call
generated by Unified ICM.
■
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.
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.