Contents
1. Description
2. Rules
3. Tasks
1. Description
This procedure outlines how AWS Outbound Dialler is used to automatically make outbound calls. Amazon Outbound Dialler, also known as AWS Agent Workspace, is accessed via My Apps.
2. Rules
There are no rules for this procedure.
3. Tasks
Follow the below steps to understand how to use AWS Outbound Dialler.
1. Log in to My Apps to open AWS Agent Workspace.
2. When a call comes through from the dialler, the customer's' phone number appears on the left-hand side.
3. In case the customer’s information does not pop up, search for the customer’s details using their phone number.
4. Click on More Information to view customer details, such as full name, account number, list date, and list name.
5. Once the call is disconnected or if the customer disconnects the call, click After Call Work.
6. Click the drop-down button to select the Disposition code.
7. Select the Disposition code from the list.
8. Click Submit once the Disposition code is selected.
9. A message You have successfully completed the workflow will appear once you click the Submit button.
Note : Make sure the Disposition code is selected before the call is closed.
Call Transfer
Calls can be transferred to inbound departments by using Quick Connects.
Handling Inbound Calls
An Inbound Call notification appears on the AWS home screen for 5 minutes. A whisper - Inbound Call - is also heard on the headset. Click on Customer Profile to view customer information.
Note : If the inbound call needs to be excluded from the dialler, inform the Team Leader to connect with the dialler team to remove the account details from the dialler.
End of the procedure.