Leave an Automatic Outbound Message During an Outbound Call

To leave an automatic outbound message

1. Perform a Dial out call (for detailed instructions on how to dial out, click here).
2. The CCA dials out.
3. Agent Status changes to Busy-Dialing Out.
4. The Dialing Out... section displays the following message: "Dialing <phone number>. Pick up your phone when ringing, and wait for completion. You may hang up to cancel the transaction."
   
   
   
   
5. Your telephone rings.
6. Answer the telephone. The CCA connects the call to the Destination number.
7. The Current Call Information section displays the following message: "Phone call connected successfully. Number Dialed <destination phone number>."
8. Once the call is connected, Agent Status changes to Busy-On call.
9. Click the OM Transfer button that appears in the Call Actions section of the CCA screen.
   
   
   
   
   
   
   
10. The OM Transfer Dialog box appears and displays the following message: “Transfer to Outbound Messaging IVR?” You have the option to click Yes, No, or Cancel.
    
    
    
    
11. Click Yes.
    
    Note: If you decide you don’t want to transfer to outbound messaging IVR, click No or Cancel. The dialog box closes and the CCA returns focus on the call.
    
    
12. The message is sent to the customer's voicemail or answering machine.
13. The call terminates in the CCA once the transfer is completed.
14. Your Status changes to Busy-Wrapping Up.
15. The Current Call Information section displays the following message: "Phone call has finished. Number Dialed: <destination phone number>."