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

# Handling Outbound Campaign Calls overview

As an agent, you might be working on campaigns (for example: collections, telemarketing, or fund raising) in which the customer interaction are outbound calls.

There are four types of outbound calls. A supervisor determines these categories, or modes:

- Preview (low volume/high value), in which you make campaign calls by using a preset calling list.

- Push Preview (low volume/high value), in which you make campaign calls by using a preset calling list. You 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.

- Progressive (low volume/high value), in which outbound calls are directed to your desktop.

- Predictive (high volume/low value), in which outbound calls are also directed to your desktop.

If your supervisor or someone else at your company starts an outbound campaign to which you are assigned, you will receive a warning message on your Status Bar, informing you that a specific campaign has begun, and that you are assigned to that campaign.

Note: If the campaign began before you logged in, a warning message is displayed. If you are working on a Preview campaign, the Campaigns pane will display the list of campaigns. Active campaigns is indicated by a Started status message in the Campaigns pane.

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, select a Disposition Code, or add/use alternate contact numbers.

See:

- Outbound Campaign Calls Interface.

- Editing Custom Fields.

- Using Chained Records.

- Rescheduling Records.

## Negotiated Logout

Sometimes an abrupt agent logout from a campaign will, by its timing, drop a customer call. To avoid this, your logout is delayed a few seconds if you initiate it by either of these methods:

- Select Logout from the File menu in the Agent Place Status window.

- Select Logout & Exit from the Actions menu.

A <logout in n seconds> message appears in the status bar during the delay, and a <done> message appears when the campaign logout is completed.

Note: There is no negotiated logout—you exit the campaign immediately and without warning—if you close the browser window by clicking on the X in the upper right corner, or if you select Exit from the Actions menu.