Preview dialing is a human-initiated service that presents the telephone number to an agent who can choose to either click the number to launch the call or skip the number. The same agent handles the call.

The agent desktop allows you to view an account's information before choosing whether to initiate a dial when using the preview-all outbound dialing system. While in preview-all, you are presented with account information.

  • Select Dial to dial the number on the screen.  Unless the call fails immediately (no response from the carrier) you might hear ringing, system sounds, and the live party or answering machine during the dial.
  • Select Skip to go to the next account.
  • Select Manual to enter any phone and dial as you would with a Manual service.

If preview dialing is enabled, the phone number confirmation dialog box on your screen is displayed. You are required to enter the 10-digit phone number in the confirmation dialog box and click Dial. If the number entered is valid, then the call is launched. If a wrong digit is entered, you cannot click Dial until the number keyed in matches with what is displayed. You must select an action before the countdown timer reaches zero; otherwise, the record is considered skipped.

When a number is skipped due to a failure to take action: 

  • A record of your inaction is recorded in the database.
  • Your status changes to Not Ready.

You must select a termination code after all attempted dials.  

Your agent desktop may be set up to allow you to manually input numbers after all numbers for an account have been exhausted. When this is enabled, you  receive a message that all known phone numbers for the account have been attempted and the agent desktop allows you to manually input a number, if you choose, before completing the account.

  • Termination codes considered successful allow you to move to the next account.  Selecting an unsuccessful termination code allow you to receive the next number for the current account (according to the Dialing Strategy applied and if any are loaded) or move on to the next account.  Ask your manager for more information on which termination codes are considered successful or unsuccessful.  
  • If you become unavailable before an account you are handling fully dials, it prompts you with a preview screen the next time you are available.