Nortel Contact Center Manager, Installation And Maintenance Manual

Page: 1373 / 1618

Installation and Maintenance Guide 1373
October 2007 Contact life cycles
Outbound contacts
The life cycle of an outbound contact is shown as follows:
1. The contact is loaded into the Database from the outbound campaign.
An administrator in your contact center creates an outbound campaign
using the Outbound Campaign Management Tool accessed in Contact
Center Manager Administration.
2. The notification that the outbound contacts that are part of the campaign are
received is passed to the Open Queue.
3. The outbound calls are created as objects in Open Queue.
The outbound script is applied, using information such as the skillset and
priority and contact type assigned to the outbound campaign. From the
script, it is determined which agent receives the contact.
4. The contact is passed to the Communication Control Toolkit to present the
contact to an agent.