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Inbound and Outbound Calling Using Oracle Telephony Applications
View topic for Inbound and Outbound Calling Using Oracle Telephony Applications
Topics
Overview of Inbound and Outbound Calling
Taking Inbound Calls
Using Next Call and Wrapup Features
Scenario 1: Solicited Media, Auto Wrapup
Scenario 2: Solicited Media, No Auto Wrapup
Scenario 3: Unsolicited Media, Auto Wrapup
Scenario 4: Unsolicited Media, No Auto Wrapup
Scenario 5: Wrong Number, Solicited Media
Scenario 6: Wrong Number, Unsolicited Media
Scenario 7: No CTI
Scenario 8: No CTI and No Party
Multiple Interactions on One Call
Transferring a Call to Another Agent
Handling a Call With No Interaction
Placing an Outbound Call
Rescheduling an Outbound Call
Viewing Call Statistics