Multimedia Contact Handling
Responding to Specific Media Contact Requests - Page 31
MultiMedia Module iContact Manual
Multimedia Contact Handling - Page 31
40DHB0002UKDB – Issue 2 (04/2003)
Responding to Specific Media Contact Requests
Proactive Outbound Campaign Contacts
Outbound calling lists are delivered to your desktop in the same way that other contact
media is sent. They consist of a series of caller records including the telephone
number, name and other relevant information to assist you with your purpose in
contacting the individuals on the list.
Inbox Fields
When you select a proactive contact, the caller’s records will appear in the inbox
window that will provide the following information:
Proactive fields
Descriptions
ID
The reference number assigned to that specific interaction
Media Name
Campaign Name.
Contact Name
The name of the contact.
Customer ID
Account number or Reference Number.
Initiating a Proactive Campaign Contact
1. If you are in Auto Dial mode, the iContact program automatically dials the phone
number in the Phone Number field when the contact request has been accepted.
2. If you are not set up for Auto Dial, iContact delivers the record with the phone
number inserted in the telephone number field.
3. To dial the number, click the
Dial
button.
4. To disconnect, click on
Hang-up
button.
5. If your call attempt has not been successful because you have encountered a busy
signal, answering machine, fax machine, modem or a no answer, the system
automatically reschedules that call for you when entering those Interaction Results
when closing the contact.
6. If you want to reschedule a callback to yourself specifically or to the Group for
reasons not designated in the previous step, use the Follow-up feature.
