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Chapter 7 Managing Outbound Contact Calls
184 Avaya Agent User’s Guide
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During the job, you can read the script in the Prompter pane to greet your
customer and ask questions. During your conversation, you move from
question to question by clicking the appropriate button. You can record the
customer's responses and update the customer information in the
CallCenterQ pane.
During your conversation, you may need to record information about calling the customer in the future.
Reschedule
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To reschedule the call for a different day or time of day, click Reschedule on
the toolbar to specify the time, date, and an agent to handle the call.
Do Not Call
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If the customer asks not to be called again, click Do Not Call on the toolbar. In
the Do Not Call dialog box, you can add a reason for the customer’s request.
Click OK to continue with the next call.
No Contact
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During the calling activity, you may handle an outbound call that did not
connect with a customer.
Outbound Contact displays the No Contact dialog box with a notice about the
unsuccessful call, and prompts you to confirm the reason. When you click OK,
Outbound Contact records the call result for you.
Close
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When you complete your conversation, click Close on the toolbar.
Outbound Contact displays the Wrapup Code dialog box for you to record the
call result. Click OK.
Complete the customer information, if necessary.
Proceed
Click Proceed on the toolbar to record the call result, and indicate that you are
ready to speak with the next customer.
Button Action