Nortel Contact Center Manager, Installation And Maintenance Manual

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1374 Contact Center Multimedia/Outbound
Contact life cycles Standard 7.16
5. The contact is presented to the agent in the Contact Center Agent Desktop.
Associated contact data, such as contact information is passed to the
Contact Center Agent Desktop along with the outbound call.
6. Customer details for the contact are received from the Multimedia database
through the Web services.
7. The outbound call is initiated on the agent’s desktop using the dialing
properties configured in the outbound campaign.
8. The outbound call is established between the agent and the customer.
9. Customer detail updates and additions to the contact history are stored in
Multimedia database.
10. While the agent and customer are on the call the agent can use the agent
script to enter information from the customer. The agent script is configured
in the outbound campaign.
11. When the agent is finished with the call, the agent chooses a disposition
code, and disconnects from the call to complete the contact.
The disposition code is logged in the reports and determines whether the
agent script is saved.