Latest revision as of 13:02, May 22, 2018

Outbound campaign interactions

Workspace Web Edition supports the following Outbound campaign types:

Preview: Contacts are retrieved manually by the agent and dialed manually by the agent. These are low volume/high value campaigns, in which campaign calls are made by using a preset calling list for a specific campaign.
Push-Preview: Contacts are retrieved automatically by the campaign, but the agent dials the call manually. These are low volume/high value campaigns, in which campaign calls are made by using a preset calling list. Agents are provided with a preview of the call, and then can either have the opportunity to accept it, or to reject it and return it to the top of the queue or discard the record.
Progressive: Contacts are retrieved and dialed automatically by the campaign. These are low volume/high value campaigns, in which outbound calls are directed to the agent desktop.
Predictive: Contacts are retrieved and dialed automatically by the campaign. These are high volume/low value campaigns, in which outbound calls are directed to the agent desktop.

Outbound privileges

Workspace Web Edition employs the following Outbound privileges for all outbound campaign voice interactions:

privilege.outbound.can-use: Enables access to the Outbound Campaign functions. All other outbound privileges and configuration options have a dependency on this privilege.
privilege.outbound.can-cancel-record: Enables agents to decline a preview record so that it is not processed during the current campaign.
privilege.outbound.can-dial-alternative-chained-record: Enables agents to dial a number from the preview record chain that is different from the number selected by the system.
privilege.outbound.can-get-next-preview-record: Enables agents to request a new preview record while terminating the processing of the previous record.
privilege.outbound.can-mark-do-not-call: Enables agents to mark a contact as Do Not Call.
privilege.outbound.can-reject-record: Enables agents to decline a preview record and redirect it back to the queue to be processed by another agent in the campaign.
privilege.outbound.can-reschedule: Enables agents to reschedule an outbound record of an active call for callback at a different date and/or time.
privilege.outbound.can-reschedule-before-call: Enables agents to reschedule an outbound record of an Outbound Preview for callback at a different date and/or time. The Can Reschedule privilege must be enabled for this privilege to be active.
privilege.outbound.can-reschedule-on-new-number: Enables agents to reschedule an outbound record using a new number. This action results in a new record being added to the chain.
privilege.outbound.can-set-call-result: Enables agents to set a call result for the outbound record.
privilege.outbound.push-preview.can-use: Enables agents to participate in an Outbound push-preview campaign.

Outbound options configuration

After you grant privilege.outbound.can-use, use the following options in the interaction-workspace section to configure outbound interactions:

outbound.call-result-values: Specifies the list of call results that are available for the agent to use for an outbound interaction. The call results are displayed in the order in which they appear in the list. For example: Answered,NoAnswer,AnsweringMachine,Busy,WrongNumber
outbound.call-result-automatically-selected: Specifies the call result to be selected by default for outbound records. The specified call result must be defined by the values that are specified for the outbound.call-result-values option. If set to an empty value, the current call result of the outbound record is selected, or unknown is selected if there is no current value.
outbound-callback.ringing-bell: Specifies the outbound callback ringing sound configuration string of a scheduled callback pushed to the agent as a preview.
outbound.preview.max-simultaneous-preview-record: Specifies the maximum number of simultaneous Outbound Preview records an agent can view in the interaction window. A 0 or a negative value indicates no limit.

Important

You can edit case information to include custom fields in the case information for an Outbound interaction.

Latest revision as of 13:02, May 22, 2018

Outbound campaign interactions

Outbound privileges

Outbound options configuration

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@@ Line 1: / Line 1: @@
 =Outbound campaign interactions=
-{{Editgrn_open}}Copied and pasted from WDE, needs to be triaged word-for-word to make it accurate for WWE.{{Editgrn_close}}
+Workspace Web Edition supports the following Outbound campaign types:
-==Outbound campaign types==
-Workspace Web Edition supports the following campaign types:
 *'''Preview''': Contacts are retrieved manually by the agent and dialed manually by the agent. These are low volume/high value campaigns, in which campaign calls are made by using a preset calling list for a specific campaign.
+*'''Push-Preview''': Contacts are retrieved automatically by the campaign, but the agent dials the call manually. These are low volume/high value campaigns, in which campaign calls are made by using a preset calling list. Agents are provided with a preview of the call, and then can either have the opportunity to accept it, or to reject it and return it to the top of the queue or discard the record.
 *'''Progressive''': Contacts are retrieved and dialed automatically by the campaign. These are low volume/high value campaigns, in which outbound calls are directed to the agent desktop.
 *'''Predictive''': Contacts are retrieved and dialed automatically by the campaign. These are high volume/low value campaigns, in which outbound calls are directed to the agent desktop.
@@ Line 12: / Line 10: @@
 Workspace Web Edition employs the following Outbound privileges for all outbound campaign voice interactions:
-*[[Outbound#privilege.outbound.can-use|privilege.outbound.can-use]]: Enables access to the Outbound Campaign functions
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-use}}: Enables access to the Outbound Campaign functions. All other outbound privileges and configuration options have a dependency on this privilege.
-*[[Outbound#privilege.outbound.can-cancel-record|privilege.outbound.can-cancel-record]]: Enables agents to decline a preview record so that it is not processed during the current campaign.
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-cancel-record}}: Enables agents to decline a preview record so that it is not processed during the current campaign.
-*[[Outbound#privilege.outbound.can-dial-alternative-chained-record|privilege.outbound.can-dial-alternative-chained-record]]: Enables agents to dial a number from the preview record chain that is different from the number selected by the system.
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-dial-alternative-chained-record}}: Enables agents to dial a number from the preview record chain that is different from the number selected by the system.
-*[[Outbound#privilege.outbound.can-get-next-preview-record|privilege.outbound.can-get-next-preview-record]]: Enables agents to request a new preview record while terminating the processing of the previous record.
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-get-next-preview-record}}: Enables agents to request a new preview record while terminating the processing of the previous record.
-*[[Outbound#privilege.outbound.can-mark-do-not-call|privilege.outbound.can-mark-do-not-call]]: Enables agents to mark a contact as <tt>Do Not Call</tt>.
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-mark-do-not-call}}: Enables agents to mark a contact as <tt>Do Not Call</tt>.
-*[[Outbound#privilege.outbound.can-reject-record|privilege.outbound.can-reject-record]]: Enables agents to decline a preview record and redirect it back to the queue to be processed by another agent in the campaign.
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-reject-record}}: Enables agents to decline a preview record and redirect it back to the queue to be processed by another agent in the campaign.
-*[[Outbound#privilege.outbound.can-reschedule|privilege.outbound.can-reschedule]]: Enables agents to reschedule an outbound record of an active call for callback at a different date and/or time.
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-reschedule}}: Enables agents to reschedule an outbound record of an active call for callback at a different date and/or time.
-*[[Outbound#privilege.outbound.can-reschedule-before-call|privilege.outbound.can-reschedule-before-call]]: Enables agents to reschedule an outbound record of an Outbound Preview for callback at a different date and/or time. The Can Reschedule privilege must be enabled for this privilege to be active.
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-reschedule-before-call}}: Enables agents to reschedule an outbound record of an Outbound Preview for callback at a different date and/or time. The Can Reschedule privilege must be enabled for this privilege to be active.
-*[[Outbound#privilege.outbound.can-reschedule-on-new-number|privilege.outbound.can-reschedule-on-new-number]]: Enables agents to reschedule an outbound record using a new number. This action results in a new record being added to the chain.
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-reschedule-on-new-number}}: Enables agents to reschedule an outbound record using a new number. This action results in a new record being added to the chain.
-*[[Outbound#privilege.outbound.can-set-call-result|privilege.outbound.can-set-call-result]]: Enables agents to set a call result for the outbound record.
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-set-call-result}}: Enables agents to set a call result for the outbound record.
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-push-preview-can-use}}: Enables agents to participate in an Outbound push-preview campaign.
 ==Outbound options configuration==
-You use the following options in the <tt>interaction-workspace</tt> section to configure outbound interactions:
+After you grant {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-outbound-can-use}}, use the following options in the <tt>interaction-workspace</tt> section to configure outbound interactions:
-*[[Outbound#outbound.call-result-values|outbound.call-result-values]]: Specifies the list of call results that are available for the agent to use for an outbound interaction. The call results are displayed in the order in which they appear in the list. For example: <tt>Answered,NoAnswer,AnsweringMachine,Busy,WrongNumber</tt>
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:outbound-call-result-values}}: Specifies the list of call results that are available for the agent to use for an outbound interaction. The call results are displayed in the order in which they appear in the list. For example: <tt>Answered,NoAnswer,AnsweringMachine,Busy,WrongNumber</tt>
-*[[Outbound#outbound.call-result-automatically-selected|outbound.call-result-automatically-selected]]: Specifies the call result to be selected by default for outbound records. The specified call result must be defined by the values that are specified for the outbound.call-result-values option. If set to an empty value, the current call result of the outbound record is selected, or unknown is selected if there is no current value.
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:outbound-call-result-automatically-selected}}: Specifies the call result to be selected by default for outbound records. The specified call result must be defined by the values that are specified for the outbound.call-result-values option. If set to an empty value, the current call result of the outbound record is selected, or unknown is selected if there is no current value.
-*[[Outbound#outbound-callback.ringing-bell|outbound-callback.ringing-bell]]: Specifies the outbound callback ringing sound configuration string of a scheduled callback pushed to the agent as a preview.
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:outbound-callback-ringing-bell}}: Specifies the outbound callback ringing sound configuration string of a scheduled callback pushed to the agent as a preview.
-*[[Outbound#outbound.preview.max-simultaneous-preview-record|outbound.preview.max-simultaneous-preview-record]]: Specifies the maximum number of simultaneous Outbound Preview records an agent can view in the interaction window. A 0 or a negative value indicates no limit.
+*{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:outbound-preview-max-simultaneous-preview-record}}: Specifies the maximum number of simultaneous Outbound Preview records an agent can view in the interaction window. A 0 or a negative value indicates no limit.
-==Required configuration in Genesys Administrator==
-To ensure that this feature behaves correctly in Workspace Web Edition, you must configure the <tt>send_attribute</tt> key-value pair  in Genesys Administrator  as specified in the ''[[Documentation/OU|Outbound Reference Guide]]''. For example, where the ''Outbound Reference Guide'' recommends that you set the field name to <tt>GSW_UNTIL</tt> or <tt>GSW_FROM</tt>, consider setting those values to <tt>GSW_UNTIL</tt> or <tt>GSW_FROM</tt> only. To set an alternative display name in the agent facing interface, you can use the <tt>display-name</tt> key-value as described in the table below.
-There are two ways to specify the attribute type of outbound field:
-* To create an attribute of the <tt>string</tt>, <tt>integer</tt>, <tt>float</tt>, or <tt>date</tt> type, specify this type in the data type of the outbound field.
-* To create an attribute of the <tt>boolean</tt> or <tt>enum</tt> type, follow these two steps:
-*# Specify the type <tt>char</tt> or <tt>varchar</tt> for the data type of the outbound field.
-*# Set the value of <tt>display-type</tt> to <tt>bool</tt> for Boolean, or <tt>enum</tt> for enum.
-{| class=”pdf-table-landscape”
-|+ '''Configuration of the interaction-workspace section in the objects of type ‘Field’ in Genesys Administrator'''
-|- valign="top" bgcolor="#b3deff"
-!'''Attribute type'''
-!'''Option'''
-!'''Valid Values'''
-!'''Default Value'''
-!'''Description''' <!-- Section 1: Key Name (Boolean) -->
-|- valign="top"
-| rowspan="6" | boolean
-| display-type
-| bool
-| (none)
-| <div>Specifies the type of the outbound field to be displayed on the Workspace Web Edition side. The outbound field value is displayed as a checkbox.</div><div><tt>bool</tt>&nbsp;display type is taken into account only if the outbound field data type is <tt>char</tt> or <tt>varchar</tt></div>
-|- valign="top"
-| display
-| true, false
-| true
-| <div>Specifies if the outbound field is displayed or not on the Workspace Web Edition side. This option is used in addition to the creation of the <tt>send_attribute</tt>. If the <tt>send_attribute</tt> is defined, use this option to hide the outbound field.</div>
-|- valign="top"
-| display-name
-| any string
-| (none)
-| <div>Specifies the name that is displayed for this outbound field on the Workspace Web Edition side. If this option is not set, the outbound field is displayed by using the <tt>send_attribute</tt> value.</div>
-|- valign="top"
-| read-only
-| true, false
-| true (for system fields),
-false (for user-defined fields)
-| Specifies whether this outbound field can be modified
-|- valign="top"
-| bool.false-value
-| any string
-| false
-| Defines the string that corresponds to 'false'.
-|- valign="top"
-| bool.true-value
-| any string
-| true
-| Defines the string that corresponds to 'true'.
-|- valign="top"
-| rowspan="5" | string
-| display
-| true, false
-| true
-| <div>Specifies if the outbound field is displayed or not on the Workspace Web Edition side. This option is used in addition to the creation of the <tt>send_attribute</tt>. If the <tt>send_attribute</tt> is defined, use this option to hide the outbound field.</div>
-|- valign="top"
-| display-name
-| any string
-| (none)
-| <div>Specifies the name that is displayed for this outbound field on the Workspace Web Edition side. If this option is not set, the outbound field is displayed by using the <tt>send_attribute</tt> value.</div>
-|- valign="top"
-| read-only
-| true, false
-| true (for system fields), false (for user-defined fields)
-| Specifies whether this outbound field can be modified
-|- valign="top"
-| string.expression
-['''Added:''' 8.5.106.19]
-| A string defining a valid regular expression
-| (none)
-| Specifies what the agent is permitted to enter in the field. If the characters that are entered are not part of the expected input, the character is displayed, but an error icon appears and the entry will not be committed to the backend until the string matches the configured format. When the entered string is corrected, the error icon disappears. For example, the regular expression for an AMEX credit card number is: "^3[47][0-9]{13}$" (American Express card numbers start with 34 or 37 and have 15 digits).
-|- valign="top"
-| string.expression-instructions
-['''Added:''' 8.5.106.19]
-| Any string
-| (none)
-| Specifies the instructions and/or examples that represent how the value configured by the 'string.expression' are populated. This string is displayed as a tooltip on top of the icon that informs the agent about incorrect formatting.
-|- valign="top"
-| rowspan="5" | enum
-| display-type
-| enum
-| (none)
-| <div>Specifies the type of the outbound field to be displayed on the Workspace Web Edition side.</div><div>The outbound field possible values are displayed in a combo box.&nbsp;In this case, the list of possible values is<br/></div><div>defined in the <tt>enum.business-attribute</tt> option.</div><div><tt>enum</tt>&nbsp;display type is taken into account only if the outbound field data type is <tt>char</tt> or <tt>varchar</tt></div>
-|- valign="top"
-| display
-| true, false
-| true
-| <div>Specifies if the outbound field is displayed or not on the Workspace Web Edition side. This option is used in addition to the creation of the <tt>send_attribute</tt>. If the <tt>send_attribute</tt> is defined, use this option to hide the outbound field.</div>
-|- valign="top"
-| display-name
-| any string
-| (none)
-| <div>Specifies the name that is displayed for this outbound field on the Workspace Web Edition side. If this option is not set, the outbound field is displayed by using the <tt>send_attribute</tt> value.</div>
-|- valign="top"
-| read-only
-| true, false
-| true (for system fields)
-false (for user-defined fields)
-| Specifies whether this outbound field can be modified
-|- valign="top"
-| enum.business-attribute
-| (link to business attribute)
-| (none)
-| Link to business attribute that define the enum value. By default the items are sorted alphabetically in this list. To move some or all of these fields to the top of the list, you can use the <tt>order</tt> option. Create this option in the annex of the Business Attribute object that contains the list of values:
-* Section: <tt>interaction-workspace</tt>
-* Option: <tt>order</tt>
-* Default value: <tt>""</tt>
-* Valid values: A comma-separated list of Business Attribute Value names.
-|- valign="top"
-| rowspan="5" | integer
-| display
-| true, false
-| true
-| <div>Specifies if the outbound field is displayed or not on the Workspace Web Edition side. This option is used in addition to the creation of the <tt>send_attribute</tt>. If the <tt>send_attribute</tt> is defined, use this option to hide the outbound field.</div>
-|- valign="top"
-| display-name
-| any string
-| (none)
-| <div>Specifies the name that is displayed for this outbound field on the Workspace Web Edition side. If this option is not set, the outbound field is displayed by using the <tt>send_attribute</tt> value.</div>
-|- valign="top"
-| read-only
-| true, false
-| true (for system fields),
-false (for user-defined fields)
-| Specifies whether this outbound field can be modified
-|- valign="top"
-| int.max-value
-| integer
-| 9223372036854775807
-| Maximum value accepted.
-|- valign="top"
-| int.min-value
-| integer
-| 0
-| Minimum value accepted.
-|- valign="top"
-| rowspan="5" | float
-| display
-| true, false
-| true
-| <div>Specifies if the outbound field is displayed or not on the Workspace Web Edition side. This option is used in addition to the creation of the <tt>send_attribute</tt>. If the <tt>send_attribute</tt> is defined, use this option to hide the outbound field.</div>
-|- valign="top"
-| display-name
-| any string
-| (none)
-| <div>Specifies the name that is displayed for this outbound field on the Workspace Web Edition side. If this option is not set, the outbound field is displayed by using the <tt>send_attribute</tt> value.</div>
-|- valign="top"
-| read-only
-| true, false
-| true (for system fields), false (for user-defined fields)
-| Specifies whether this outbound field can be modified
-|- valign="top"
-| float.max-value
-| float
-| 3.40282347E+38
-| Maximum value accepted.
-|- valign="top"
-| float.min-value
-| float
-| 0
-| Minimum value accepted.
-|- valign="top"
-| rowspan="6" | date
-| display
-| true, false
-| true
-| <div>Specifies if the outbound field is displayed or not on the Workspace Web Edition side. This option is used in addition to the creation of the <tt>send_attribute</tt>. If the <tt>send_attribute</tt> is defined, use this option to hide the outbound field.</div>
-|- valign="top"
-| display-name
-| any string
-| (none)
-| <div>Specifies the name that is displayed for this outbound field on the Workspace Web Edition side. If this option is not set, the outbound field is displayed by using the <tt>send_attribute</tt> value.</div>
-|- valign="top"
-| display-type
-| date
-| date
-| <div>Specifies that the display type of the <tt>date.utc-time-zone</tt> and/or the <tt>date.time-format</tt> options in the corresponding date format outbound field is <tt>date</tt>. '''Note:''' for Workspace Web Edition {{Editgrn_open}}8.5.105.xx{{Editgrn_close}} and earlier, if this option is not specified, the <tt>date.utc-time-zone</tt> and <tt>date.time-format</tt> options are not taken into account.</div>
-|- valign="top"
-| read-only
-| true, false
-| true (for system fields),
-false (for user-defined fields)
-| Specifies whether this outbound field can be modified
-|- valign="top"
-| date.time-format
-['''Added:''' 8.5.102.06]
-| The value of this option must be specified according to Windows Standards: http://msdn.microsoft.com/en-us/library/8kb3ddd4.aspx
-| ""
-| Specifies the format in which time values in attached data are stored or parsed, for example, <tt>yyyy-MM-dd HH:mm:ss</tt>. Use this key-value pair to make the time format consistent across users and workstations. When this option is not specified, the Workspace date and time format is inherited from the local system setting which can cause inconsistencies for global deployments. Genesys recommends that you configure a date/time format that contains both date and time-of-day information.
-|- valign="top"
-| date.utc-time-zone
-['''Added:''' 8.5.102.06]
-| true, false
-| false
-| Specifies whether the local time zone or UTC time zone is used to store data and time information for case information. If the value <tt>false</tt> is specified, the time is saved as local time. If the value <tt>true</tt> is specified, the time is saved as UTC time and the following time zone information is added to the formatted time in case no time zone information is specified as part of the value of the <tt>date.time-format</tt> option: <tt>"+00:00"</tt>.
-|}
-Next, you must configure the <tt>send_attribute</tt> key-value pair as specified in the ''[[Documentation/OU|Outbound Reference Guide]]'' for the calling list. To set an alternative display name in the agent facing interface, you can use the <tt>outbound.fields.order</tt> key-value as described in the table below.
-{| class=”pdf-table-landscape”
-|+ '''Configuration of the interaction-workspace section in the objects of type ‘Calling List’ in Genesys Administrator'''
-|- valign="top" bgcolor="#b3deff"
-!'''Option'''
-!'''Valid Values'''
-!'''Default Value'''
-!'''Description <!-- Section 1: Key Name (Boolean) -->
-|- valign="top"
-| outbound.fields.order
-| A comma-separated list of Outbound fields, identified by the value of the key <tt>send_attribute</tt> that is configured in section <tt>OCServer</tt> or <tt>default</tt> in the annex of the <tt>Field</tt> object.
-| <tt>""</tt>
-| Defines the order in which the outbound fields are sorted in the outbound data area. The fields that are not listed in this option are listed after the sorted fields, retaining their default sorting as specified by OCS.
-|}
-=== Configuring an alternate number for Outbound Preview Mode===
-You can now configure an alternate dialing number for an Outbound call that has a <tt>NoAnswer</tt> or <tt>Busy</tt> result, or some other result than <tt>Answered</tt>.
-To enable this functionality, you must create a new Treatment object in the Outbound Contact Server (OCS) application in the Genesys Configuration layer. The Treatment object specifies that the next number in the dialing chain for the contact is dialed. The Treatment ensures that each number in the dialing chain is tried until the agent applies a different disposition to the call.
-<ol>
-<li>In Genesys Administrator, open <tt>PROVISIONING > Outbound Contact > Treatments</tt>.</li>
-<li>Click <tt>New</tt>.</li>
-<li>In the New Treatment view, set the following field values:
-<ul>
-<li>'''Name:''' ReDial_NoAnswer</li>
-<li>'''Call Result:''' No Answer</li>
-<li>'''Apply to Record:''' Next in chain</li>
-<li>'''Number in Sequence:''' 1</li>
-<li>'''State:''' Enabled</li>
-<li>'''Cycle Attempt:''' 10</li>
-<li>'''Interval, minutes:''' 1</li>
-</ul>
-</li>
-<li>Assign the new Treatment to the calling list. Open one or more of your Calling List objects in Genesys Administrator and select the Treatments tab.</li>
-<li>Click <tt>Add</tt>.</li>
-<li>In the Browse dialog box, select the treatment that you just created.</li>
-<li>Click <tt>OK</tt>.</li>
-<li>Click <tt>Save & Close</tt>.</li>
-<li>In Genesys Administrator, open the Workspace Application object and configure it to use the Treatment.</li>
-<li>In the <tt>interaction-workspace</tt> section assign the value <tt>personal</tt> to the <tt>[[OutboundOptions#outbound.treatment.2Dmode|outbound.treatment-mode]]</tt> option. Setting this option to <tt>personal</tt> adds the <tt>GSW_TREATMENT = RecordTreatPersonal</tt> attached data to the <tt>EventUserEvent</tt> that is generated when the record is marked as <tt>processed</tt>. This attached data informs OCS that a treatment should be applied to the outbound record if the call result matches the result that is set for the record. This ensures that the callback is assigned to the agent who set the <tt>No Answer</tt> disposition for the call and not to the next available agent who is working on the same campaign. Refer to the scenario that is described below.</li>
-</ol>
-===Scenario===
-# Your Outbound campaign is started in Preview mode.
-# An agent logs in to Interaction Workspace.
-# The agent clicks <tt>Get Record</tt> to retrieve an Outbound Record from the Outbound Campaign on which they are working.
-# The agent receives an Outbound Record and selects the number to be dialed from the list of available phone numbers in the Outbound Chain.
-# The agent calls the selected number.
-# When the call is over, the agent sets the Call Result to <tt>No Answer</tt> and then clicks <tt>Done</tt>, closing the interaction.
-# OCS applies the <tt>ReDial_NoAnswer</tt> call treatment that you created to handle the No Answer call result.
-# An immediate callback for the Outbound Record is triggered (refer to the "Call Handling/Treatments" section in the ''[[Documentation:OU:Dep:Welcome:Latest|Outbound Contact 8.1 Deployment Guide]]'').
-# The agent immediately receives a ''personal'' callback for this outbound record because the value of the <tt>outbound.treatment-mode</tt> option is set to <tt>personal</tt>.
-# The agent accepts the personal callback.
-# The preview record is displayed and the agent is able to dial one of the available numbers from the outbound chain.
+{{NoteFormat|You can [[CustomerCase#EditCaseInfo|edit case information]] to include custom fields in the case information for an Outbound interaction. }}
 [[Category:V:HTCC:8.5.2DRAFT]]