Preview Manager is a Preview Dialing solution built on top of the Avaya Telephony infrastructure. This allows agents to make outbound calls in preview mode. The system also includes a customizable user interface for creating agent prompts. Over all of this lies a reporting layer that provides analytical capabilities to support optimized operations.

Preview Manager consists of the following components:

Interaction Manager
Interaction Manager provides the integration adapter for Avaya AES and implements third party CTI call control functionality

List Manager
List Manager is the central processing unit and embeds the Dialing Kernel for managing job execution and automating campaign list distribution amongst agents

Data Manager
Data Manager is in charge of managing the customer data associated with the campaign and provides screen pop in the Agent Integrated Desktop. This component provides a GUI based screen designer tool that can be used by the organization to customize the
agent screens for each individual campaign.

Dialog Manager
Dialog Manager consists of a GUI based design environment and a runtime execution component. Using design environment, administrator can create nested interactive dialogs, while the execution environment presents them to the agent during an
outbound call. As the agent traverses the script, Dialog Manager captures the trail and maintains it for later processing.