Proactive Outreach enables you to initiate outbound interactions in Avaya Workspaces. To initiate an outbound interaction, you must accept an acquire call that Avaya Workspaces routes to you after you log in and click Go Ready. After you accept an acquire call, Avaya Workspaces displays the first available Proactive Outreach interaction card. It consists of the following widgets:
Customer Details
Screen Pop
Proactive Outreach Tools
Before dialing a customer, you can preview this customer's Proactive Outreach interaction card and perform the agent tasks using widgets. For example, on the Proactive Outreach Tools widget, you can read the notes about the customer that the previous agent added.
Important:
During an active outbound interaction, do not refresh the browser tab with the Proactive Outreach layout. You can get disconnected and lose interaction data.
After you initiate an outbound interaction with a customer, Avaya Workspaces continues to display this customer's Proactive Outreach interaction card. You can use the Proactive Outreach widgets as you speak to the customer. When you end the outbound interaction, Avaya Workspaces places it into the wrap-up state.
If an outbound interaction is in the wrap-up state, you can perform wrap-up activities, which include using the Proactive Outreach widgets and entering a completion code. The outbound interaction leaves the wrap-up state after the period of time that an account administrator configures, or when you close a Proactive Outreach interaction card. An account administrator can enable you to extend the wrap-up state.
After you finish handling an outbound interaction, Avaya Workspaces routes an acquire call to you again. Accept this call to handle a new outbound interaction. To stop receiving outbound interactions, change your agent state to Not Ready.
