Customer Contact Management

Alphabetically Sorted Table of Contents

Customer Contact Management

Processing Calls

Rejecting or Postponing a Call

Making a Non-Call List Outbound Call

Receiving a Manual Inbound Call

CCM Module Structure

Customer Contact Management Menu

Customer Contact Management Form (Home Page)

Action List Tab

Make a Call Tab

Manual Inbound Tab

Non-Call List Outbound Tab

Softphone Panel

Outstanding Calls Form

Call List Management

Call List Management Menu

Creating Call Lists

Create a Call List Form

Call List Creation Preview/Summary Form

Administering Call Lists

Call List Administrator Form

Agents/Groups (Agents)

Agents/Groups (Groups)

Call List Details Form

Activating / Deactivating Call Lists

Activate Call List Form

Reviewing Recycled Calls

Review Recycled Calls Form

Reviewing Agent and Group Workloads

'Calls Allocated Specifically to this Agent and Group Calls...' Form

Calls Allocated to this Group Form

Redistributing Calls among Agents or Groups

Call List Redistribution Form

Purging Inactive and Expired Call Lists

Purge Call Lists Form

Data Dictionary Editor Form

Edit Dictionary Field Form

File Keys and Dictionary Keys

File Utilities Form

'New' Form and 'Open' Form

Name & Location Tab

Script Editor Form

Derived Fields Tab

Contact Options Tab

Script Options Tab

Call Duplication Tab

Form Attributes Form

'Amend Form' Form

Rich Text Editor

Adding a Field to a Script Entry Form's Text

Insert Field Form

Add/Amend Button Forms and Button Properties Form

Available Subroutines Form

Button Parameter Assignments Form

Assigning Content to a User-Defined Button Parameter

Assignment List Form

Edit Control Assignments Form

Custom Dropdown Settings

Exit Actions Form

Exit Action Editor

Form Assignments

Form Assignments Form

Picture Files Form

Derived Field Editor

Add Contact Option

Custom Lookup Maintenance Form and Create Lookup Type Form

Transfer Script Header to another Company Form

Script Fields Validation Form

CM Reports and Enquiries Menu

Creating and Administering Users and Groups

CM Miscellaneous Options Menu

Shift / Breaks Tab

Favourite Scripts Tab

Agent Groups Form

Default Favourite Scripts Tab

Group Types Form

Group Membership

Group Membership Form

System Maintenance

CM System Maintenance Menu

Prevent/Allow Access

Prevent/allow Access Form

Resetting In-Use Flags

Reset In-Use Flags Form

Record Maintenance Form

Consolidate Files Form

File Usage Statistics

File Usage Statistics Form

Verifying Files

Verify Files (Automatic)... Form

Call Centre System Parameters Form

Administrator Tab

Agent Shifts Tab

Courtesy / Chase-up Tab

Call Centre System Controls Form

Kerridge Utilities Menu

Kerridge Disclaimer