##### USING Basic GENESYS DESKTOP Functions > handling outbound campaign calls

# 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.

2. Do one of the following:

- Click Accept to take ownership of the interaction.

- Click Reject to send the interaction back to the top of the queue.

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.

3. Do one or more of the following:

- Click Connect.

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.

- Click Cancel to send the interaction back to the queue and remove your ownership of the interaction.

- Click the Transfer button to transfer the interaction to another agent.

- Click Edit to make changes to the campaign information for this contact.

- Click New Chained Record to add additional phone numbers that are associated with the contact.

- Click the Reschedule tab to set a different time for this contact to be called.

- Click Update record to save changes to the information for this contact.

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

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

- Talk to the contact.

- Click the Conference button to set up a conference voice interaction with a maximum of three people.

- Click the Transfer button to transfer the interaction to another agent.

- Click the Hold button to put the customer on hold. This button toggles to the Un-Hold button.

- Click the Record button (SIP only) to instantly record the voice interaction.

- Click Edit to make changes to the campaign information for this contact.

- Click New Chained Record to add additional phone numbers that are associated with the contact.

- Click the Reschedule tab to set a different time for this contact to be called.

- Click Update record to save changes to the information for this contact.

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

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

- Click the Transfer button to transfer the interaction to another agent.

- Select the result of the interaction from the available options in the Call result drop-down list.

- Select the Mark "Do Not Call" check box to remove the contact from all campaign calling lists.

- Select another record in the chain by clicking the Set Active Record button on the Chained Records tab. You would do this if, for example, the contact did not answer the previous call.

- Click New Chained Record to add additional phone numbers that are associated with the contact.

- Us the Reschedule tab to set a different time for this contact to be called.

7. When you are finished:

- If your system is not configured for Disposition Codes, click Mark Done.

- If your system is configured for Disposition Codes and you are required to enter one before proceeding:

1. Click the Disposition Code tab.

2. Click the appropriate Disposition Code.

3. Click Mark Done.

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.