Personal Connection in MAX

Personal Connection is an outbound dialer that can dial multiple simultaneous calls and connect you to a call before the contact answers.

Use Personal Connection

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1. Update your state The availability status of an agent in the Agent State bar in one of the following ways:
   • Select a Personal Connection skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge indicated by a WORKING title.
   • Select Available, which automatically routes contacts to you through the appropriate skill(s) through skill blending.

   Ask your supervisor if you are uncertain which state to select.

2. If your administrator configured preview dialing, a window appears notifying you that the dialer is going to place a call. Depending on your administrator's settings, you may choose from the following options:
   • Accept — the dialer initiates the call immediately.
   • Requeue — places the call back in the queue
   • Snooze — delays the call for the amount of time your administrator chose.
   • Reschedule — enables you to schedule a time for the dialer to place the call later, either for you or to any available agent.
   • Disposition — enables you to apply a disposition to the record without initiating a call to the given destination.

   You must perform one of the available actions before the counter in the top right corner of the preview window reaches 00:00.

3. If the call you received is a fax or answering machine, click the Fax Machine or Answering Machine button to dispose of the call quickly.
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4. If you do not have preview windows pop up for each call, MAX dials as many contacts as your administrator has configured. While dialing, you can review some information about the contact most likely to answer.

   When a contact answers, they are delivered to you. If more than one contact answers, they are routed to other available agents.

   If the call you received is an answering machine, you can use the Answering Machine button to dispose of the call quickly.

   Learn more about a screen pop's Contact History tab:

   If your administrator configured screen pops, you can see information about a contact with whom you are communicating or are about to communicate when the conversation begins. This screen appears in either a new window or a panel. Typically a screen pop appears in a single Contact Information tab with general contact information. This topic describes the fields you see in that tab.

   

   Contact Information

   Field	Details
   Contact	The name of the contact.
   Dialed Number	The phone number dialed for this contact attempt.
   Contact ID	The unique system ID assigned to the contact.

   System Data Definitions

   Field	Details
   External ID	The unique ID assigned to the contact by your administrator.
   Zip	The zip code where the contact lives.
   Last Name	Contact's last name.
   First Name	Contact's first name.
   Phone Number	Contact's phone number.

   Custom Data Definitions

   The information in the Custom Data Definitions section is custom information that your administrator configured.

   Learn more about a screen pop's Attempts History tab:

   If your administrator configures the Personal Connection dialer so that you handle all interactions with a contact, your dialer screen pop includes an Attempts History tab. It contains details about each method of communication with the contact and about each attempt made to connect to the contact.

   

   Columns

   Field	Details
   Destination Description	The name of the destination being attempted.
   Destination Value	The actual destination being attempted. It could be the contact's phone number, SMS number, or email address.
   Attempts	The number of attempts made on this destination compared to the maximum attempts that can be made on the destination. For example, 5/10 means that this is the fifth attempt on the destination and up to 10 attempts will occur before the dialer retires the contact.
   Available Time	The time at which the destination became available for this attempt. If the destination is ready for calling at the time the preview window appears, this field says Now.
   Last Presentation	The date and time at which the last presentation of the preview window on this destination occurred.
   Last Outcome	The result of the last attempt on the destination.
   Unavailable Reason	If the contact was unavailable, the reason the contact was unavailable. It is one of the following:  Exhausted — The phone number or email address was attempted the maximum number of times. Finalized — The contact's record expired. DNC — The contact requested to be added to the do not call (DNC) list. Last Outcome Not Active for Calling — The last attempt on the phone number ended in a way that prevented the dialer from trying it again this time. Destination Not Active — The phone number or email address is inactive. Max Answering Machine Detections — The phone number reached an answering machine the maximum number of times. Destination Not in Cadence — An administrator needs to add this phone number to the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge cadence. Presented — The dialer presented the record but the agent rejected it.

   Attempt Report

   Attempt	Each listed attempt begins with the attempt number for the destination and the Destination Description of the attempt. For example, the first attempt on a destination called PhoneNumber might say Attempt 1 (PhoneNumber) in bold text.
   Date	The date and time at which the attempt occurred in the format MM/DD/YYYY HH:MM:SS.
   Attempt Outcome	The result of the attempt on the destination.

5. When you are finished with the call, click Hang Up before disconnecting the agent leg or hanging up your phone.
6. If applicable, apply a disposition after the call ends. You may see a red timer labeled ACW counting down the number of seconds you have left to apply a disposition.

Reschedule a Personal Connection Call

If your administrator configured preview Personal Connection dialing with the Reschedule button available, you can reschedule a call from the preview window. The Personal Connection dialer tries to initiate the call again at the date and time you select. This call is delivered to you as a callback which looks similar to any other inbound call with only a few differences. There will be a marquee message displaying the callback number which will only appear for five seconds, but can be viewed again by going to agent messages.

1. When the preview window appears, click Reschedule.
2. If you want to call the contact at a different number from the one that appears in the phone number field, modify it.
3. Specify whether you want the dialer to deliver the call to you specifically or to anyone who is available in this skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge when the scheduled time arrives. The default is Me.
4. Specify the date and time you want the dialer to attempt to call the contact. Set the time zone to the one you had in mind when you chose the date and time to ensure that the dialer attempts the call at the correct time.
5. Type any notes you have about the scheduled call in the Notes field. This can be helpful to remind yourself or another agent of information about the contact.
6. Click Save.