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Predictive Outbound
58 NN44400-114 Contact Center Agent Desktop 2 December 2010
Ending a contact
End a contact with the customer.
Procedure steps
Step Action
1 On the Agent Desktop Predictive Outbound Voice Path work item, click
Disposition Contact.
Hangup and Leave Conference disconnects the agent from the call.
2 Select a disposition code from the Disposition Codes dialog.
3 Click OK.
If the customer call is still connected both the contact and the customer call are
disconnected.
--End--
Talk Customer Hold
(available for an agent who initiated
a consultation and placed the
customer on Hold)
The agent being consulted is disconnected. The remaining agent is
reconnected with the customer and returns to Talking status.
Voice Only
(available for an agent being
consulted)
The agent being consulted is disconnected and returns to Ready
status. The remaining agent remains connected with the customer.
Conferenced(Passive)
(available for an agent that has
been conferenced)
The agent being consulted is disconnected. The remaining agent
remains connected with the customer.
Conferenced(Owner) The agent is disconnected from both parties and the control of the
call is passed to the other conferenced agent.
ConferencedExt(Owner) (available
for an agent that initiated a
conference)
The agent is disconnected from the external party and the customer.
They still must disposition the contact.
Options when ending a call
Predictive Outbound status Result when hangup is clicked