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NN44400-114 Contact Center Agent Desktop 2 December 2010 43
Outbound calls and callbacks
Some disposition codes indicate that the call was completed (for example, Not
Interested or Sale Made), while other disposition codes indicate that the call was
not completed (for example, No Answer or Number Busy). If the call was not
completed, or the customer requested a callback, you can schedule a callback.
Procedure steps
Step Action
1 Click the Disposition codes tab.
2 Select the disposition code that most accurately reflects the result of your call.
--End--
Ending the call
End the call after you verify the customer details, answer all of the questions in
the script, and record a disposition code.
If the disposition code is configured to do so, the script questions and answers
are saved in the multimedia database. Contact your supervisor or administrator
for more information about which disposition codes to select.
If the call is incomplete, or the customer requests a callback, you can schedule
a callback.
Procedure steps
Step Action
1 Click Finish.
--End--
Scheduling a callback
Schedule a callback if you made a call from your desktop and the customer was
not available. You can also schedule a callback in response to an e-mail
message or telephone request from a customer. A scheduled callback outbound
contact is not pegged against an outbound campaign.
Prerequisites
• Ensure that you are not working on another contact.
• Ensure that your telephony toolbar is open.