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C
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ANAGING
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UTBOUND
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ONTACT
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ALLS
Your company may assign you the responsibility of making telephone calls to customers using the
Avaya™ Outbound Contact Management feature. If so, you use information displayed in the
Outbound Contact tab to handle automated outbound calling.
Note: Do not confuse Outbound Contact with Outbound List Processing. You handle automated
outbound calls using the Outbound Contact tab. You make outbound calls manually using the
Outbound Lists tab, described in
Chapter 8, “Managing Outbound Lists” .
Outbound Contact Management initiates calls to customers while automatically displaying the
customer information. The software guides you through the process of managing each call, from
initiating the call to recording its outcome.
This chapter provides you with step-by-step instructions on how to manage Outbound Contact
calls, under the following topics:
n
Using Avaya Agent with Outbound Contact
n
Getting Started with Outbound Contact
n
Proceeding Through Agent Tasks
n
Agent Blending
n Task Summary
n
Performing an Outbound Contact Job
Using Avaya Agent with Outbound Contact
If you are assigned to use Outbound Contact Management, your supervisor has set up your calling
activities, called “jobs.” A job includes a list of customers to be called.
As you carry out these jobs, you use areas of the Avaya Agent to help you manage your calls to
customers. For example, you can view information about the customers in CallCenterQ and the
Contact History Browser as you speak with them.