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Chapter 7 Managing Outbound Contact Calls
180 Avaya Agent User’s Guide
The following illustration shows the Outbound Contact pane.
Note: Your system administrator can customize the appearance, behavior, and positioning of
Avaya Agent. Therefore, your desktop may look and function differently from the examples
presented in this manual.
The following frames in Avaya Agent help you manage your outbound calling activity:
n
Outbound Contact pane – Shows the available jobs you can join and the activities you can
complete during each call. You can sort the list of job names in ascending order (A-Z and 0-9)
or descending order (Z-A and 9-0) by clicking the Job List bar.
n
CallCenterQ pane – Displays information about the customer. Customer information can
include the customer's name and address, the product the customer is interested in, and
previous contacts with the customer. Depending on your system configuration, you may be able
to update the customer information.
n
Prompter tab (on Contact History Browser) – Displays the script you follow during your
conversation with the customer. You enter information and select the appropriate responses
from drop-down lists, check boxes, or radio buttons. Your script may include command buttons
such as Yes, No, OK, Cancel, Next, or Back.
n Contact History Browser – Lists information about previous contacts your company has had
with the same customer.
Outbound Contact
tab
Job List bar