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Predictive Outbound
62 NN44400-114 Contact Center Agent Desktop 2 December 2010
You can preview or cancel or dial the customer's phone number if the contact
presented to the agent is a Preview or manual contact.
Prerequisites
• Ensure that you are in Ready status.
• The work session on CPSEE Application server is active.
Procedure steps
Step Action
1 Respond to the call when it is presented to you.
Your agent status is Talking.
--End--
Handling a non-standard callback call
Handling a non-Standard callback call is similar to handling a Preview call for the
agent. A contact is presented to an agent as a result of a scheduled callback of
any of the following types:
• Personal
• Enterprise campaign
• Private campaign
• Enterprise team
• Private team
For any of these callback call types you can preview a call before you or the
system dials the customer’s phone number. You are given a predefined time
period to preview the contact. Before this time period expires, you can dial the
customer’s phone number or cancel the contact. When the Preview time period
expires, the system dials the customer and presents the call to you.
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 Callback. The Preview time period begins to time
down and the Time Remaining is displayed in the Preview Contact dialog box.