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4 NN44400-114 Contact Center Agent Desktop 2 December 2010
Conferencing in another agent 33
Conferencing in a supervisor 34
Ending a call 34
Calling your supervisor 34
Making a call 35
Using DTMF digits 35
Using the Emergency key 36
Observing a call 36
Barging in on a call 37
Ending your observation 38
Outbound calls and callbacks 39
Accepting an outbound contact 40
Declining an outbound contact 41
Placing an outbound call 41
Using a script 42
Recording the result 42
Ending the call 43
Scheduling a callback 43
Calling the customer 44
Predictive Outbound 47
Changing to Ready status 49
Changing to Not Ready status 50
Changing to Not Ready status when on a contact 51
Handling a Predictive or Progressive call 51
Handling a Paced call 52
Handling a Preview call 52
Handling a manual call 53
Cancelling a call 53
Transferring a call 54
Conferencing in another agent 56
Hanging-up and leaving a conference call 57
Ending a contact 58
Originating a call 59
Scheduling a callback 59
Handling a standard callback call 61
Handling a non-standard callback call 62
E-mail 65
Accepting an incoming contact 68
Declining an incoming contact 68
Verifying customer information 69
Replying to an e-mail message 69
Creating an e-mail message 71
Using the address book to reply to a contact 72
Removing a name from the recipient list 72