Additional Tasks for Dialler Agents

As a dialler agent, you may be participating in a standard or a preview OUTBOUND campaign (ask your administrator for details).

In a standard OUTBOUND campaign, calls answered by contacts in a contact list are routed to you in DTA if you are available. Call information may appear in an Information Panel. You may also see an Agent Script panel containing scripted text to help you with the call.
In a preview OUTBOUND campaign, the details of a contact in a contact list are first presented in a Dialler Information Panel, allowing you to preview the contact's details. You then choose whether or not to accept an outbound call to that contact.

In some configurations, you may not be allowed to disconnect your call-handling device during the first seconds while it is dialling out. During this period, the button is hidden.

Once connected to a contact, call handling proceeds in the same way as for standard inbound calls. The following topics apply if you are a dialler agent participating in an OUTBOUND campaign.

Handle a Preview OUTBOUND Call

Add a Note to an OUTBOUND Call

Set a Callback for an Outbound Call

Change a Completion Code Retrospectively