Main Screen Overview

Main Screen Components

The Outbound main screen includes the following features and commands.

1. Call lists menu: Displays the call lists available to the agent, including the agent's My List, which is unique to each agent
2. Outbound Toolbar: Contains the controls for the Outbound Call Lists
3. Call lists pane: Displays contacts from the call list selected
4. Info and Wrap Up: Displays additional contact info, and Wrap Up tab

Call Lists Menu

Displays the call lists available to the agent. Using this search field executes a search on the names of the lists only. The search field in the outbound toolbar is used for searching within a list.

Outbound Toolbar

Allows agent to take action on selected contact.

1. Search: Allows searching of records within the selected Call List
2. Add: Allows agent to add contacts to My List (only applies to My List)
3. Edit: Allows agent to edit contacts in My List (only applies to My List)
4. Delete: Allows agent to delete contacts from My List (only applies to My List)
5. Select CPN: Allows agent to select the CPN (Calling Phone Number). CPN is the phone number that appears as the incoming phone number to the contact who answer the outbound call (i.e., Caller ID)
6. Take: Allows agent to take ownership of a contact. Required in order to dial out to the contact
7. Call Mobile: Click to dial the contact’s mobile phone number
8. Call Work: Click to dial the contact’s work phone number
9. Call Home: Click to dial the contact’s home phone number
10. Call Other: Click to dial the contact’s other phone number
11. Close Work Item: Marks the contact as complete and removes it from the list
12. Callback Date: Allows agent to set a specific date and time to call a contact again
13. Refresh: Refreshes the Call List. This will update the list view with any contacts that have been added or removed.

Call Lists Pane

Displays contacts from the selected call list.

Blue line - Selected contact

Green line - Designates your taken contact

Red line - Designates another agent had taken the contact and is not able to Take

Info and Wrap Up

Displays the selected contact’s addition info, and allows you to Wrap Up the interaction.

1. Info tab: Displays the selected contact’s additional information. These fields can be customized, and will vary based on your specific needs.
2. Wrap Up tab: Allows agent to categorize the call disposition (based on predefined topics/subtopics) and allows agent to add additional custom notes. (See image below)