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Predictive Outbound
54 NN44400-114 Contact Center Agent Desktop 2 December 2010
You can cancel only Preview or manual Predictive Outbound calls.
Prerequisites
• Ensure that you are in Ready status.
• Ensure that you have a Predictive skillset designated for handling telephone
calls.
Procedure steps
Step Action
1 Preview the customer details and the call script that appears on the Agent
Desktop.
Your agent status is Preview or Preview(Manual).
2 In the Preview Contact dialog box, click Cancel.
The contact is returned to the queue.
--End--
Transferring a call
You can transfer a call to another agent in your Contact Center. Transferring a
call requires several steps, particularly if the agent to whom you want to transfer
a call is not in Ready status when the initial request is made. When you select
an agent (or skillset, work session, or phone) and click Consult, a request to
connect to the agent is generated. Following the request, one of the following
occurs.
• If the requested agent is not logged on, the consult attempt fails immediately.
The originating agent can try to transfer the call to another agent or can click
Close to cancel the request.
• If the requested agent is logged on, but not in Ready status, the consult
attempt fails immediately. The originating agent can try to transfer the call to
another agent or can click Close to cancel the request.
• If the requested agent is logged on, but not in Ready status, and does not
become available after 60 seconds, the request times out. The originating
agent can try to transfer the call to another agent or can click Close to cancel
the request.
• At any time while the request is being made, the originating agent can click
Cancel to cancel the request. All other buttons on the Transfer dialog box are
disabled while the request is being made.