Force Login

The Force Login feature enables you to manually log in to the Proactive Outreach server when Avaya Workspaces fails to log in automatically. You must ensure that other agents do not handle interactions using your account in the previous session because Force Login ends the previous session and disconnects all active outbound interactions.

Reconnect for Proactive Outreach

The Reconnect for Proactive Outreach feature enables you to manually reconnect to the Proactive Outreach server. When you are disconnected from the Proactive Outreach server, Avaya Workspaces performs 10 reconnection attempts during 3 minutes. If a maximum number of reconnection attempts is reached, you must reconnect to the server manually.

Acquire Call

The Acquire Call feature enables the Proactive Outreach server to reserve your agent account for handling outbound interactions. If you accept an acquire call, Avaya Workspaces does not route inbound interactions to you.

Agent Blending

The Agent Blending feature enables you to manage inbound and outbound interactions simultaneously. Inbound interactions are calls that you receive from customers. Outbound interactions are calls that you make to customers.

Customer Details

The Customer Details feature enables you to view and update customer information. Customer information includes a name, phone number, email address, physical address, ID, and attributes configured by an account administrator.

DNC

Do Not Call (DNC) lists contain the numbers of the customers who do not want to receive unwanted calls. You can check if a number is in the DNC list or add a number to this list. To manage the DNC list, click at the top of the Proactive Outreach interaction card.

Callback Scheduling

The Callback Scheduling feature enables you to schedule a callback if a customer wants to move the call to a later date and time. You can schedule a callback based on the customer's timezone or your local timezone and add a short description about the customer or a callback reason.

Agent Notes

The Agent Notes feature enables you to save important details about outbound interactions.

DTMF

Dual Tone Multi Frequency (DTMF) is a method of dialing telephone numbers. You can enter DTMF digits to pass through Interactive Voice Control (IVR) routing.

Screenpops

The Screenpops feature enables you to view an external web page or agent script on the Screenpops tab. An account administrator configures this tab to display the information relevant for the outbound interactions that you handle. For example, if configured by an account administrator, it can display a web page with the currency exchange rates.