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NN44400-114 Contact Center Agent Desktop 2 December 2010 57
Predictive Outbound
Attention: In manual mode, if you press the Transfer/Conference buttons on the
phone, the Transfer/Conference dialog box will not appear on Agent Desktop as it does
for other modes of predictive outbound.
3 Click Consult.
If the requested agent is available, Consult changes to Conference. A voice
connection is established between the originating agent and the consulted
agent. The customer is placed on Hold. The originating agent’s status is Talk
Customer Hold. The consulted agent’s status is Voice Only.
4 Speak to the consulted agent and provide any information needed before
adding the customer to the conference call.
5 Click Conference.
The conference call is active. The originating agent is in Talking status. The
consulted agent is in Talking status.
--End--
Hanging-up and leaving a conference call
Hangup on a call with the customer, and depending on the call and agent state,
leave a conference call with another agent.
Procedure steps
Step Action
1 On the Agent Desktop Predictive Outbound voice path work item, click hang
up/leave conference.
Hang up and Leave Conference disconnects the agent from the call.
--End--
Procedure job aid
Options when ending a call
Predictive Outbound status Result when hangup is clicked
Talking The agent is disconnected from the customer and enters Wrapup
status.
Wrapup
(available if a second call is
connected)
The call is disconnected.