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NN44400-114 Contact Center Agent Desktop 2 December 2010 59
Predictive Outbound
Procedure job aid
Originating a call
You can originate a call to a customer when you are in Wrapup status.
Prerequisites
• Ensure that you are in Wrapup status.
Procedure steps
Step Action
1 Click Initiate a Call.
2 Select one of the customer phone numbers in the Select Destination box.
OR
Manually type a phone number in the Number To Dial box.
3 Click Dial.
--End--
Scheduling a callback
Schedule a callback when you want to arrange a callback with a customer for a
future date or time.
Prerequisites
• Ensure that you have a Predictive skillset designated to handle telephone
calls.
Procedure steps
Step Action
Options when ending a call
Predictive Outbound status Result when hangup is clicked
Talking The Disposition Codes dialog box appears.
Wrapup The Disposition Codes dialog box appears.
Conferenced(Owner) The Disposition Codes dialog box appears.
ConferencedExt(Owner) The Disposition Codes dialog box appears.