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

# Outbound Campaign Calls Interface

Use the Outbound Campaign Calls interface for all four types of campaign calls—Preview, Push Preview, Progressive, and Predictive.

In Progressive and Predictive modes, a yellow outbound campaign icon (shown below) flashes on the Batch Navigation when an interaction is directed to your Genesys Desktop. It has a small Campaign icon in the top-left corner to indicate that it is a campaign interaction.

- Click the icon to open the Outbound Campaign Calls interface.

In Preview mode, the Outbound Campaign Calls interface, with the campaign in which you are involved, appears on your desktop.

The interface enables you to accept and initiate the interaction. It provides the name and a description of the campaign, the campaign status, the mode being used, and the name of the calling list.

The following tables define the functions that are available for handling outbound campaign calls:

Action (Left Pane) | Function
Conference | Enables you to make a voice conference interaction with another person. Click to open a window in which you can enter a phone number. Toggles to the Conference Completed button. For details, see Using Conference.
Conference Completed | Completes the voice conference interaction. Toggles to the Conference button.
Transfer | Enables you to transfer voice interactions to another person. Click to open a window in which you can enter a phone number.
Transfer Completed | Completes the voice transfer.
Hold | Puts the contact on hold. Toggles to the Un-Hold button.
Un-Hold | Indicates that the contact is on hold. Click to retrieve the contact. Toggles to the Hold button.
Alternate | During a transfer or a conference, enables you to put one person on hold while you talk with another person, .
Mute | Enables you to speak with someone during a phone call, without the contact being able to hear you. Note: this button is not visible if muting is not supported by your switch.
Record | Enables you to instantly record the voice interaction for later playback (for SIP only). Toggles to the Stop button.
Stop | Enables you to stop recording the voice interaction (for SIP only). Toggles to the Record button.
Dial keypad | Enables you to enter a new phone number or modify the one in the Phone number box. During an active interaction (talking status), you can send dual tone multi frequency (DTMF) signals; this enables you to send numbers to an IVR or other call handling device.
Connect | Initiates dialing to call the customer. Toggles to Disconnect.
Disconnect | Releases the active call. Note: Although the call is disconnected, the Campaign window remains open so that you can indicate results and complete the interaction.
Reconnect | Enables you to take your caller off hold if the agent you dialed cannot take the transfer or conference.
Reject | Enables you to send an interaction back to the campaign queue without connecting.
Cancel | Removes the record from the campaign. The interaction is not placed into the Callback queue for the campaign.
Call Result | A drop-down list that enables you to select the result of the interaction (for example, the call was OK, there was no answer, or a fax was detected).
Mark "Do Not Call" | A check box that enables you to remove the contact from all campaign calling lists.
Mark Done | Saves all the information that you entered and closes the interaction.
Treatment | A drop-down list that enables you to select the treatment to be applied to the interaction (Note: available only if your Genesys Desktop is configured to display this menu). None applies no treatment. Personal call moves the interaction to the Callback queue and enables you to specify yourself for the callback. Campaign moves the interaction to the queue for the current campaign.
Campaign | Provides information about the campaign.
Disposition Code | Disposition Code contains a checklist of options that you can click to specify the outcome of the interaction. Your system might be configured so that you cannot click Mark Done until you have selected a disposition code. Your system might be configured so that this tab is not displayed.

Action (Customer Records Pane) | Function
Edit | Enables you to enter campaign information and update the form. See Editing Contact Information.
New Chained Record | Enables you to use the New Chained Record functionality by opening the Chained Records tab and creating a new, blank record. See Using Chained Records.
Reset | Enables you to cancel the information that you just entered in a contact record. If you have already made Update record, clicking the Reset button retrieves the last”r;update record state.
Update record | Enables you to save changes to the information contact.
Chained Records tab | Enables you to use the New Chained Records and Set Active Record functionality. See Using Chained Records.
Reschedule tab | Enables you to reschedule a call by entering a new hour or date. See Rescheduling Records.

## Campaign Tab

When a new campaign is started and an interaction ids directed to your desktop, the Campaign tab is displayed.

The Campaign tab displays the name and a description of the campaign, the status and mode of the campaign, and the calling list that is being used.

Campaign status can be:

- Running—when you are actively participating.

- Running (inactive in x seconds)—when the campaign is going inactive.

- Running (inactive)—when you are not actively participating.