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NN44400-114 Contact Center Agent Desktop 2 December 2010 53
Predictive Outbound
• Select one of the customer phone numbers that appears in the Preview
Contact dialog box, and click Dial to call the customer.
• Click Cancel to cancel the contact.
• Respond to the call when the Preview time period expires and the system
automatically presents the call to you.
If you or the system dials the customer, your agent status is Talking. If you
Cancel the contact, your agent status is Ready.
--End--
Handling a manual call
Handle a manual call using a procedure similar to handling a Preview call.
However, a manual call is handled through the phone switch and not through the
Predictive Outbound features.
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(Manual).
2 Choose one of the following actions:
• Select one of the customer phone numbers that appears in the Preview
Contact dialog box, and click Dial to call the customer.
• Click Cancel to cancel the contact.
If you dial the customer, your agent status is Talking. If you Cancel the contact,
your agent status is Ready.
--End--
Cancelling a call
Cancel a call if you want to reject a contact and place the contact back in the
queue.