Using an outbound call routed through Proactive Outreach Manager

Last Updated : Jan 06, 2022 |
Prolog information
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If Proactive Outreach Manager is configured for Avaya Workspaces, when you log in to Avaya Workspaces, Proactive Outreach Manager sends a nail-up call to your logged in station. When you answer the call, and go Ready on Avaya Workspaces, you begin receiving outbound work cards. Avaya Workspaces displays the Customer Details and Script widgets with information to help complete the call.
Important:
In POM-Avaya Oceana® integration, Avaya Workspaces displays all Completion Codes configured in Avaya Control Manager.
Before you begin
Answer the nail-up call on the deskphone and go Ready on Avaya Workspaces.
  1. Answer the nail-up call on the deskphone.
  2. Go Ready on Avaya Workspaces.
    STEP RESULT:
    The system displays outbound work cards in the interaction area.
  3. Click the More icon.
    ADDITIONAL INFORMATION:
    The system displays the Work Codes and Disposition Codes menu and the Interaction details. The work codes are used to report the type of work done during the interaction. The Disposition Codes are used to report the outcome of the interaction.
  4. Click the Work Codes menu, and click a work code.
    ADDITIONAL INFORMATION:
    The system displays only those work codes contained in the data groups that are assigned to the agent in Avaya Control Manager.
  5. Click the Disposition Codes menu, and click a disposition code.
    ADDITIONAL INFORMATION:
    You can set a disposition code for every interaction while the interaction is active or immediately after the interaction ends during After Call Work time.
    Note:
    Disposition code set during ACW is not stored in Customer Journey.
    The system displays only those disposition codes contained in the data groups that are assigned to the agent in Avaya Control Manager. Based on the configuration set by your administrator, you might have to set a disposition code before ending an interaction.
  6. Click the Close icon after you complete the call.