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Predictive Outbound
50 NN44400-114 Contact Center Agent Desktop 2 December 2010
Changing to Not Ready status
Change to Not Ready status to indicate that you are not ready to accept
contacts.
Prerequisites
• Ensure that you have no active contact.
Procedure steps
Step Action
1 From the Agent Desktop application, click the status drop down icon.
Preview Callback The agent has received a callback
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 Callback(Manual) The agent has received a callback
contact on the Agent Desktop and is
previewing the contact before dialing
or canceling.
Dial the contact’s phone number.
Cancel the contact.
Wrapup This status appears if:
- the agent hangs up on the contact
- the contact hangs up on the agent
- the DN disconnects
Click Disposition, Originate,
Callback, Not Ready (pending),
or Hangup (if a secondary call is
connected).
Talk Customer Hold The agent is consulting with another
agent while the customer is on hold.
Click Hangup, Callback, Not
Ready (pending), Transfer, or
Conference.
Voice Only The agent is being consulted. Click Leave Conference or Hold.
Conferenced(Owner) The agent is consulting with another
agent and a customer.
Click Leave Conference,
Disposition, Hold, or Not Ready
(pending).
Conferenced(Passive) The agent is being consulted by
another agent and a customer.
Click Hangup or Hold.
ConferencedExt(Owner) The agent is consulting with an
external party outside the Contact
Center and a customer.
Click Leave Conference,
Disposition, Hold, or Not Ready
(pending).
Predictive Outbound statuses
Predictive Outbound status Description Actions Allowed