When analyzing life cycle of an outbound contact in Avaya Aura® Contact Center:
Step 1 shows outbound campaigns are created in the OCMT and loaded into the CCMM database
Step 2 states that each call in the outbound campaign triggers a 'contact arrived' message.
What is Step 3 in the life cycle of an outbound contact in Avaya Aura® Contact Center?

Question

When analyzing life cycle of an outbound contact in Avaya Aura® Contact Center:

Step 1 shows outbound campaigns are created in the OCMT and loaded into the CCMM database

Step 2 states that each call in the outbound campaign triggers a 'contact arrived' message.

What is Step 3 in the life cycle of an outbound contact in Avaya Aura® Contact Center?

Venkat Burri · Accepted Answer

The newly-arrived contact is created and directed to an application using the Open Queue.

Venkat Burri · Answer

Customer details are retrieved for the agent using Web services.

Venkat Burri · Answer

The contact is presented to the agent using the Avaya Agent Desktop.

Venkat Burri · Answer

The Contact Center application (scripting) determines how to route the contact, or in this case, present to which agent.

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