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Function documentationCall List Execution

 

Supervisors and agents use this document to learn more about call list execution and processing.

Prerequisites

The supervisor has created call lists from campaign management or call list generation and assigned organizational objects (users, positions, organizational units) to call lists.

For automated dialing call lists, the supervisor has set the call list execution mode to Automated and uploaded and synchronized call lists with an external Computer Telephony Integration (CTI) database.

Caution Caution

If the workspace and action box are both configured in the agent's profile for call lists, they must both use the same call list profile.

End of the caution.

Features

Call lists can be executed by:

  • Manual dialing

    The agent selects the call list, manually selects which business partner is contacted, and initiates the call.

  • Automated Dialing

    The agent selects the call list, but does not choose which business partner is contacted. Calls are executed automatically and are received by the agents as incoming calls.

Agents see call lists in the agent application if:

  • They are assigned to the call list.

    For more information, see Call List Assignment.

  • The call list has Active status.

  • The current date is within the call list Start On and Stop On dates.

  • There is at least one uncompleted call in the call list for the current date.

    Depending upon what you defined in call list Customizing for call list dispatching, this last case might not apply.

Activities

The following activities are for both manual and automated dialing in the IC WebClient.

  1. Select the call list you want to execute.

    For manual dialing, select the call list from the Call Lists view set.

    For automated dialing, select the call list.

    After you select the call list, you wait to receive the inbound call. Calls made from automated dialing mode come into the queue as an inbound call, not as outbound. Continue to step 5.

    Note Note

    Past due(!) indicates the call list is active, has an end date before today's date, and has at least one call that is not completed.

    Completed calls, or calls being processed by other agents, disappear from the call list. When rescheduling calls, after entering the new call date and time, choose Check to see if there are any possible rescheduling errors.

    End of the note.

  2. Select a call.

    You can either select any call or choose Next Call. Once you select the call, the call locks and is not available for other agents to process.

  3. Review the call information.

    During call preparation, the system marks the call as being executed. It transfers the relevant business partner data, business transaction, and/or interactive scripting information to the corresponding IC WebClient view sets.

    Depending upon the IC WebClient Customizing, the business partner may be confirmed automatically. Some data is only available after you have confirmed the business partner.

  4. Dial the call.

    Choose Dial from the toolbar. The system dials the default number of the business partner contact person. If the business partner was not confirmed automatically in Step 3, then you can confirm the business partner either before or after dialing. The call is connected and the associated business data is available for editing.

    For automated dialing, steps 2 through 4 are performed automatically by the CTI vendor.

  5. Begin the interaction with the business partner.

    The Scripts or the Interaction Record view set open if you are already in the Call Lists view set. Scripts only appear if the call list has an interactive script assigned to it. If you are not in the Call Lists view set, then you remain in your current view set.

  6. Reschedule the call if necessary.

  7. Determine if the call should be completed or not.

    The call is completed depending upon the auto completion setting in the call list profile Customizing:

    • If auto completion is enabled, and the business transaction status is changed or the user selects End, and the call is not rescheduled, then the call is always set to completed. If the call is rescheduled, it is set to not completed.

    • If auto completion is not enabled, the call status depends upon the business transaction status.

More Information

Call List and Business Transaction Synchronization

Specifics for Interaction Center: Marketing Permission.