Avaya Aura Agent NN44400-114 - Manual (Page 47)

NN44400-114 Contact Center Agent Desktop 2 December 2010 47
Predictive Outbound
This chapter describes how to handle Predictive Outbound contacts by using
Avaya Aura™ Agent Desktop.
Administrators create Outbound campaigns using the customer database,
custom scripts, and Predictive Outbound settings that determine how calls are
presented to agents with Predictive skillsets. Based on how the Administrator
configures the campaign, calls can be dialed by the system or by the agent and
presented to the agent automatically or with time for the agent to preview the
contact.
The Predictive Outbound feature requires additional hardware and software.
You can use the Predictive Outbound features to perform the following
telephone tasks:
• Accept incoming contacts.
• Cancel incoming contacts.
• Place a call on hold.
• Transfer a call to another party.
• Transfer a contact to another agent, skillset or work session.
• Conference a contact (call and data).
• End a contact (call and data).
• Schedule a callback.
There are five dialing options in Predictive Outbound for delivering contacts to
the Agent Desktop. The dialing option used is determined by the Administrator
during configuration of the campaign that is routing the contact to the Agent
Desktop. The five dialing options are as follows:
• Predictive: Contact Center sends a record to the dialer for automatic
outbound processing. The contact is displayed on the Agent Desktop and the
customer simultaneously receives the call. The agent cannot cancel the
contact or dial the number.
• Paced: Contact Center presents a record to the agent for review while the
customer is being dialed. The agent cannot cancel the contact or dial the
number.
• Preview: Contact Center presents a record to the agent for review. After a
configured period of time passes, the system dials the default number for the
customer. Before this period of time passes, the agent can cancel the
contact or manually dial the number.