Working on Push Preview Mode Calls

In Push Preview mode, you make outbound calls for a specific campaign. You receive a preview of the outbound interaction, and can choose to accept it or reject it (send it back to the queue). At login, you must specify the media type that you want to use for Push Preview.

To make Push Preview calls:

  1. If the campaign to which you are assigned is running in Push Preview mode, then the first available interaction is routed to your desktop if Ready is your status. A yellow Outbound Campaign icon (shown below) flashes on the Batch Navigation.

The Open Media Pro Active form is displayed on your desktop while the interaction continues to ring and the Outbound Campaign icon continues to flash.

  1. Do one of the following:

Note: If you do not click the Accept button within a time period that is defined by your company, the interaction will be rejected automatically and returned to the top of the interaction queue.

If you clicked the Accept button, you have taken ownership of the interaction. The batch icon stops flashing.

  1. Do one or more of the following:

Note: Before clicking Connect, you may have to select another number. To do this, click the Chained Records tab (if available).

Note: You may have to edit the number by adding a prefix.

If you clicked the Connect button, the contact is dialed. The batch icon changes from Open Media interaction to Voice interaction.

  1. If a connection is established, do one or more of the following:

  1. Click Disconnect to end the interaction. The batch icon changes from Voice interaction  back to Open Media interaction.

  1. After the connection has closed, do one or more of the following:

  1. When you are finished:

Note: If a Preview callback request is marked as stale because it was not handled within a specific amount of time (for example, 30 minutes), the record can no longer be handled by Genesys Desktop, and Outbound Contact Server (OCS) will reject all subsequent requests.