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Predictive Outbound
52 NN44400-114 Contact Center Agent Desktop 2 December 2010
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Handling a Paced call
Handling a paced call enables you to preview a call while it is being dialed by the
system. You cannot cancel the call or dial the customer’s phone number.
Prerequisites
• Ensure that you are in Ready status.
Procedure steps
Step Action
1 Preview the Customer Details and the call script that appear on the Agent
Desktop.
Your agent status is Preview(Paced).
2 Respond to the call when it is presented to you.
Your agent status is Talking.
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Handling a Preview call
Handling a Preview call enables you to preview a call before you or the system
dials the customer’s phone number. You have a predefined time period to
preview the contact. Before this time period expires, you can dial the customer’s
phone number or cancel the contact. When the Preview time period expires, the
system dials the customer and presents the call to you.
Prerequisites
• Ensure that you are in Ready status.
Procedure steps
Step Action
1 Preview the customer details and the call script that appears on the Agent
Desktop.
Your agent status is Preview. The Preview time period begins to time down
and the Time Remaining is displayed in the Preview Contact dialog box.
2 Choose one of the following actions: