To create a call list:
Select the Create call list option from the Call List Management menu
The Create a Call list form is displayed.
Fill out the form:
From the Data Source Group Box's Export report selection box, select an export report from which to generate the call list
Select, using the Call Script field's drop-down menu, a script to associate with the list's call records
Fill out any fields as necessary, including an agent or group to which to allocate the call list
Select the Create button
A confirmation form is displayed.
Depending on the export report and options selected, the confirmation form may contain fields to fill out as criteria to exclude export report records from the call list. Fill these out as required and select the OK button
Tip: Ignore its Schedule and Add to Batch buttons.
The creation is initiated. On completion of the process, a report status form is displayed, showing the numbers of records read and records exported (created).
Select the report status form's Close button
A Call list creation preview form is displayed.
Check the list's content before writing the file
Note: Clashes between call lists are displayed, even where the pre-existing call list is inactive.
To create the list, select the form's OK button
A Return dialog box displays the message:
Call list has been created
Select the OK button on the Return dialog box
The Return dialog box closes and a Call list creation summary form is displayed.
Note: The call list is created but remains invisible to agents until activated.
Select the OK button
You are returned to the Create a Call list form, its fields blank, ready for you to create another call list if required.
This form is displayed when you select Create call list from the Call List Management menu. It enables you to generate a call list by extracting records from a report.
Data Source:
Export report: Select from the drop-down menu a report from which the new call list is generated
Key Information:
Note: Fields in this group box are filled out automatically when you select from the Export report drop-down menu.
Source directory: The directory/folder where the source file is kept
Source file: Filename of the report from which the new call list is generated
Call List Data Source: The report's text/name, typically indicating its origin
Call Script: Select from the drop-down menu the script used by an agent who processes a call on the list
Call List Description: Text associated with the list, typically mentioning the report originally used to generate the call list
Note: The Call List Description is the name visible when the generated call list is accessed from other forms.
Allocation (optional) RADIO BUTTONS:
Note: This overrides any allocation to preferred agents.
Agent: Causes the selector box's drop-down menu to list agents as its options
Group: Causes the selector box's drop-down menu to list groups as its options
Allocation (optional):
Selector box: The agent or group to allocate the list to
Progress:
Note: When the list is created, these are updated:
Calls Read: The number of report records read from the source file
Calls Written: The number of call records written to the call list after selection criteria have been applied; see the Call Duplication group box below
Call Duplication RADIO BUTTONS:
Target/Customer: Disallows the call if a current call record already contains the target/customer contact
Target/Customer/Vehicle: Disallows the call if a current call record already contains the target/customer contact or the vehicle
Target/Customer/Vehicle/Script: Disallows the call if a current call record already contains the target/customer contact, vehicle, or script
PUSH BUTTONS:
Create: Initiates the creation of the call list from the chosen export report
Note: If the system cannot find the script record when you select the Create button, a dialog box alerts you to the fact.
Reset: Clears data from the form
View Summary: Summarises the newly created call list
Note: View Summary is active only after a call list has been created.
