Call List Management
You can use these functions to process and maintain call lists. Managers can create and maintain call list details such as assigning call lists to agents, assigning scripts to call lists, and copying, searching, or moving call lists. Agents can execute the call lists directly from the agent application.
Integration
Call list management is integrated with the following functions:
When outgoing calls are placed, business partner details are available.
Agents have access to the interaction record to enter details of the call.
Interactive Scripts
Scripts can be assigned to campaigns or call lists to guide agents through a series of questions and record customer responses.
Toolbar
Agents use the same toolbar that is available for telephony and chat. The toolbar options change dynamically depending upon what channel is selected.
Campaign Management
You can map campaign and call list priorities as well as pass call results back to campaign management for tracking and reporting. For more information, see call list Customizing documentation.
Business Transactions
Call List and Business Transaction Synchronization allows you to use data from call lists to update the associated business transaction, and vice versa, when data is changed, saved, or on other defined events. You can synchronize calling times and call states.
Marketing Permission
You can apply marketing permissions in call list generation, call list maintenance, and call list execution.
For more information, see Specifics for Interaction Center: Marketing Permission.
To use the marketing permission function, you must activate the business function Marketing Permission (CRM_MKT_PERMISSION
).