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Outbound calls and callbacks
44 NN44400-114 Contact Center Agent Desktop 2 December 2010
• Identify a customer for a scheduled callback.
Procedure steps
Step Action
1 Click Schedule Callback.
2 In the Schedule Callback window, select a skillset from the list to direct the
contact to the most appropriate agent skills.
3 Select either an active agent for the call, or choose a specific agent from a list
of all agents.
4 In the Subject box, type a subject for the callback.
5 In the Time box, select the time to perform the callback.
6 In the Date box, select the date to perform the callback.
7 In the Reason box, type additional information about the contact or the
customer. Only agents and supervisors can view the information in the
Reason box.
8 Click Send.
The scheduled callback is entered into the database, ready to be routed when
the selected date and time occurs.
--End--
Calling the customer
Call a customer when you need to manually place a call. With an outbound
campaign contact, your administrator can configure the call to be automatically
dialed when you accept the contact. A scheduled callback contact cannot be
configured to be dialed automatically. You must manually place the call after you
review the contact information.
Prerequisites
• Ensure that you are assigned to an outbound skillset.
Procedure steps
Step Action
1 When the contact is presented to your desktop, click Accept.
2 On the Agent Desktop Action bar menu, click Originate Call to dial the default
customer telephone number as displayed in the text box to the left of the
Originate Call button.
3 In the Enter Destination dialog box, click OK to dial the default customer
telephone number.