Chapter 1 Overview
20 Avaya Agent User’s Guide
By clicking the Directory button, you can access the Unified Agent Directory (UAD). From the
UAD, you can do such things as transfer a voice, email, or chat contact; set up a conference call;
initiate a telephone call to a colleague; look up agent information; address an email to a colleague.
For information about the UAD, see “Using the Unified Agent Directory,” on page 56. For
information about using the Softphone, see “Handling a Basic Voice Contact,” on page 75.
Outbound List Processing
The Outbound List Processing component is available through the Outbound Lists tab, which is
beside the Media tab. Outbound List Processing gives you access to customer lists that you use
with customer contact campaigns, such as outbound calling campaigns to notify customers about
upcoming sales and marketing events.
Your system administrator creates the outbound lists in CallCenterQ, which then passes the lists to
the Outbound Lists pane. Each outbound list contains a group of customers that are related in some
way, such as customers located in the same area, or customers who have purchased the same
product. The lists provide you with information like the following, which you can use during your
interaction with the customer:
n
Campaign name
n
Marketing event
n
List name
n
Customer information
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