When analyzing life cycle of an outbound contact in Avaya Aura® Contact Center:Step 1 shows...

Avaya 6211 Question Answer

When analyzing life cycle of an outbound contact in Avaya Aura® Contact Center:

Step 1 shows outbound campaigns are created in the OCMT and loaded into theCCMM database

Step 2 states that each call in the outbound campaign triggers a 'contact arrived' message.

What is Step 3 in the life cycle of an outbound contact in Avaya Aura® Contact Center?

Customer details are retrieved for the agent using Web services.

The newly-arrived contact is created and directed to an application using the Open Queue.

The contact is presented to the agent using the Avaya Agent Desktop.

The Contact Center application (scripting) determines how to route the contact, orin this case, present to which agent.

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