Filter
Top Products
NN44400-114 Contact Center Agent Desktop 2 December 2010 49
Predictive Outbound
• Handling a standard callback call (page 61)
Changing to Ready status
Change to Ready status after you log on to Agent Desktop or any time you are
ready to accept contacts.
Procedure steps
Step Action
1 From the Agent Desktop application, click the status drop down icon.
2 Click Go Ready.
The agent status changes to Ready.
--End--
Procedure job aid
Predictive Outbound statuses
Predictive Outbound status Description Actions Allowed
Not Ready The agent cannot receive contacts.
This is the initial status following
agent logon.
Click Ready.
Log off Agent Desktop.
Ready The agent can receive a contact. Click Not Ready.
Log off Agent Desktop.
Talking The agent is connected to a contact. Click Transfer, Conference, Hold,
Consult, Not Ready (pending),
Callback, Disposition, or Hangup.
Preview The agent has received a contact on
the Agent Desktop and is previewing
the contact before dialing, canceling,
or receiving the contact.
Dial the contact’s phone number.
Cancel the contact.
Receive the call when the timer
expires.
Preview(Paced) The agent has received a contact on
the Agent Desktop and is previewing
the contact before the system
automatically connects the call.
None.
Preview(Manual) The agent has received a contact on
the Agent Desktop and is previewing
the contact before dialing or
canceling.
Dial the contact’s phone number.
Cancel the contact.