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NN44400-114 Contact Center Agent Desktop 2 December 2010 39
Outbound calls and callbacks
This chapter describes how to handle outbound calls and callbacks by using
Avaya Aura™ Agent Desktop.
The campaign administrator creates Outbound campaigns. When a campaign
runs, the system pushes outbound contacts to your desktop in the same way that
the system presents voice or multimedia contacts. When you accept an
outbound contact, you are actively working on a call.
When you accept an outbound contact, the Agent Desktop displays the
customer information and any other information related to the campaign. Some
campaigns include a script for you to follow during the call.
If the campaign administrator selects manual agent dial, you can call the
customer after you review the customer and campaign information. If the
campaign administrator selects autodial, the system automatically places the
call for you after a defined number of seconds.
You use the Agent Desktop interface to handle an outbound call:
• Accept the incoming contact.
• Review and update customer information.
• Follow a script.
• Assign a disposition code.
You can also use the Agent Desktop to create a callback. Both customers and
agents can create scheduled callbacks. If your Contact Center is licensed for
Web communications, a customer can request a call from an agent through a
Customer Interface Web site. From the Web site, the customer can specify the
reason they are requesting the callback, as well as a date and time for the call.
An agent can schedule a callback to a customer using the Schedule Callback
button. The Schedule Callback feature is available only if your Contact Center is
licensed for outbound contacts. However, a scheduled callback is not associated
with an outbound campaign.
At the specified date and time, Agent Desktop presents the contact to an agent
with the appropriate skillsets. To perform a callback, an agent must be assigned
a skillset to handle outbound contacts.
Navigation
• Accepting an outbound contact (page 40)
• Declining an outbound contact (page 41)