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

# Working on Progressive/Predictive Mode Calls

In both Progressive and Predictive modes, you respond to outbound calls that have been directed to your desktop.

You handle both type of calls in the same way—even though a supervisor might have divided them into separate modes.

When the yellow phone icon flashes on the Batch Navigation column (on the top-left portion of the Outbound Campaign Calls interface), do the following:

1. Click the icon. The Outbound Campaign Calls form appears, with the contact's information listed on the right pane.

Note: After you are connected with your contact, you can perform various tasks, depending on the nature of the interaction. For example, you can update customer records, reschedule a call, and so on.

2. Click Disconnect to end the interaction.

3. 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.

## Engaged Mode

For both Progressive and Predictive modes, an additional mode, called Engaged, may be in use by your company. If your company is using Engaged mode for campaigns, the Outbound Server will send you a blank interaction prior to dialing the contact.

When the first yellow phone icon flashes on the Batch Navigation (on the top-left portion of the Outbound Campaign Calls interface), do the following:

1. Click the icon. A blank Outbound Campaign Calls form appears. The Outbound Server dials the next contact in the campaign.

2. When the Outbound Server establishes a connection with the contact, the blank Outbound Campaign Calls form is replaced with the contact's information, listed on the right pane.

Note: After you are connected with your contact, you can perform various tasks, depending on the nature of the interaction. For example, you can update customer records, reschedule a call, and so on.

3. Click Disconnect to end the interaction.

4. 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.