Login

Users can log in to Outbound Server from the Avaya Workspaces for Elite.

Outbound Server also permits an agent to force login to Outbound Server when the agent desktop application is not able to login automatically. After a force login, the agent session on Outbound Server resets and a new session is created for the agent. If an agent attempts to force login during an ongoing call, both the customer call and the agent acquire call disconnects. Therefore, the agent must wait for the ongoing call to complete before attempting a force login. To force login the agent, select the Force Login check box and click Start Outbound Work. If the browser disconnects from the Outbound Server, the configured re-attempts are made. If the maximum number of reconnects have been reached, you must reconnect manually by clicking Reconnect for Outbound.

Acquiring agents

To expedite the process of connecting the customer calls to agents, the Outbound Server keeps the agent on a continuous call. This continuous call is known as acquiring or nailing the agent. An available agent is acquired at the beginning of the session.

Customer details

An agent can view and update the customer information on Avaya Workspaces for Elite. After an agent is acquired for an outbound campaign, the outbound customer contact gets associated to the agent.

Hold and Unhold

During an ongoing call with a customer, an agent can place the customer call on hold or unhold from the workspaces using buttons on the outbound interaction card.

DNC

Do Not Call (DNC) lists that are configured on the outbound server have contact information of those customers who opt out from receiving any unwanted calls. An agent can check whether a contact number is in the DNC list. The agent can also add a contact number to the DNC list.

Consult, Transfer, and Conference

Using the Agent Consult feature, an agent can:

• Consult with other agents.

• Transfer the call to another agent.

• Conference with other agents.

• Transfer the conference ownership to the other agent in the conference.

• Transfer the call to an external contact during the consult or conference operation. To transfer the call, agent uses the Address Book Consult feature.

Interactions through browsers

WebRTC enabled agents can handle interactions using their browser, without a physical phone or a softphone. POM can nail up WebRTC enabled agents and the agents can then handle outbound calls.

Callback scheduling

During an ongoing call or while performing the wrap up activity, an agent can schedule a callback for the customer at the customer’s preferred date and time.

Agent blending

For voice calls, the blending mechanism manages the inbound and outbound capabilities. Therefore, agents can move between inbound and outbound calls with or without notification.

Agent notes

Agents can use the agent notes to type and save the important details of the calls. The agent notes and the callback notes are displayed in this section. When the call is transferred to another agent, the agent notes and the callback notes, if present, can be viewed at the destination agent’s workspace.

Dual Tone Multi Frequency (DTMF)

Dual Tone Multi Frequency (DTMF) is a method of dialing telephone numbers or issuing commands to switching systems. An agent can enter the DTMF digits on Interactive Voice Response (IVR) to control the call routing.

Screenpops

Outbound Server provides external web pages to agents. These web pages assist the agents to complete their tasks. For example, external websites with information such as current currency exchange rates. The agent script configured in the Outbound Server can also be used as a screenpop.

Campaigns

Agents can take calls from preview, progressive, predictive, and manual campaigns from Avaya Workspaces for Elite. Agents can also initiate dialing from Avaya Workspaces for Elite when attached to a preview or manual campaign.

Manual campaign

In manual campaigns, agents can dial a customer number from a third-party device, softphone, or Avaya Workspaces for Elite, and connect the call with POM.

Restriction for scheduling a callback during preview

If you work on a preview campaign, based on the configuration set by the administrator, Avaya Workspaces for Elite disables the callback feature.

This is for the following scenarios:

1. When the contact is in the preview state.

2. When the contact is in the dialing state.

3. When the agent cancels the preview contact.

4. When the agent dials a call, but the call is not received.