Avaya Interaction Center 6.0, User Manual, Page: 185 / 220

Proceeding Through Agent Tasks
Issue 1.0 June 2002 185
Identifying an Unsuccessful Call
Occasionally, Outbound Contact Management cannot contact the customer. If you are in preview
or automatic mode when this occurs, you hear a telephony tone through your headset.
Instead of speaking with the customer, you click the reason for the unsuccessful call in the No
Contact dialog box and click OK. Outbound Contact marks the customer’s information to call the
customer at a later time during the job. The No Contact dialog box looks like this.
The call is unsuccessful when Outbound Contact Management detects one of the following tones:
During the day, you can take a break, join additional jobs, or leave one or more jobs without logging out of
the Outbound Contact.
On Break
Click On Break on the toolbar to indicate that you want to change your calling
activity from available to unavailable.
Leave Job
To log off from a job, select one or more jobs from the Available jobs list, and
click Leave Job. Outbound Contact no longer connects you with calls on the
job you leave.
Tone Description
Answering machine An answering machine answered the telephone call.
Busy The telephone number was in use.
Fast Busy The public switched telephone network (PSTN), rather than the telephone, was
busy.
Button Action