<Call Classes Report How to navigate to this page> Typical display>
Manage the properties of an individual call class group. Most of the settings determine what AdVisor options are displayed and are available whilst handling a call with a class within this group.
General Tab
General information regarding this call class.
| • | Group Name - the name of the call class group; |
| • | Selected Call Classes - call classes can be moved to and from this group by moving the entries between the Available and Selected lists using the appropriate arrow buttons. |
AdVisor Tab
General information regarding this call class.
| • | Show Business Outcome Viewer - check the tick box if the Business Outcome viewer should be shown; |
| • | Enable Inbound Do Not Call - if set, inbound agents are able to add accounts to the rostrvm OutBound Do Not Call list. Advisor will display the Do Not Call icon which when pressed will prompt the Agent to enter either the Account or Dialled Number. This will then get added to the OutBound system and the associated account will not be dialled from an OutBound campaign. Select the Disabled option to remove this feature. |
Inbound Callbacks Tab
Determines whether outbound callbacks can be set for inbound calls.
| • | Callback List - the name of the dialling list used to manage the callbacks. The list name can either be selected from those currently defined (from the drop-down menu), or a new list name typed in. In the former case the data store associated with the list is automatically populated in the Data Store field and the field greyed out so that it cannot be changed. In the latter case a data store from those currently defined must be selected from the drop-down menu. |
| • | Inbound Calback Data Store - the name of the data store with which the account is associated. |
| • | CLIPboard field to use as Account Ref - defines the CLIPboard field to be used to hold the account reference that identifies the customer data store entry and account details. This is applicable to systems where the account reference is collected prior to being presented to the agent (e.g. collected by an IVR / CallDirector script). For most systems however the account reference will be collected by the agent, and so in this case this field should be left blank. |
| • | Column mappings - the name and address fields associated with the account can be mapped from a specific data store column name. The drop-down menu automatically provides the names of the columns defined for the chosen data store for selection. |
| • | Notes - for an outbound campaign callback notes can be set and stored in the associated data store. To do this the Notes mapping needs to be mapped to an appropriate date store field with the OutBound Synchronization column set to Callback Notes. |
Favourites Tab
This tab enables speed dials to be set and modified, enable quick selection of favourite numbers and email addresses.
| • | Name - the name of the contact to be displayed on the AdVisor favourites tab on the Select Destination dialog. |
| • | Contact - the telephone number, email address, or rostrvm routing number device. |
| • | Group - the name of the group to which this contact belongs (optional). Allows favourite contacts to be grouped together. |
From here you can:
| • | Add Favourite - click this button to add a new favorite enter in a unique Name (or select SUPERVISOR from the drop-down list), enter an associated Favorite telephone number, email address, or select a routing number from the drop-down list, and then click the Set button. |
| • | Delete entry - to delete an existing favourite entry, click the delete icon to the right of the entry. |
Favourites Group Order Tab
This tab allows the order in which the groups of favourite contacts defined on the Favourites tab is displayed in AdVisor to be modified. Simply click and hold on the group name and move the position of the entry to the desired location in the list.
Operations
From here you can:
| • | Save - click the Save button to apply the changes. If this is a new entry it will appear on the Call Classes report. |
| • | Delete - click the Delete button to remove the entry. |