Creating Activities for Phone Calls
You can create calls with or without customer association. For details about calls without customer association, see Creating Calls for Anonymous Customers.
To create a phone call activity:
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In the Inbox toolbar, click the New button and select the activity shortcut you want to use to create the phone call activity, for example, Call with customer association.
This list can contain shortcuts created for other departments. If such shortcuts use any custom attributes created only for a particular department, then you cannot use such shortcuts.
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In the search window that appears, provide the customer information using which you want to search for a customer. Click the Search button. If you provide more than one attribute, and one of them is the Case ID, then the search considers the case ID only.
The search provides a list of matching customers, if there are any. By default the search returns 10 results. This is driven by the partition level setting Maximum number of records to display for NAS search. If you need to see more than 10 results, ask your administrator to change this setting accordingly.
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From the list, select the existing customer that you are searching for. To confirm that you have selected the correct customer, you can view the customer details before creating the new activity. To view the customer details, click the View Customer button.
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In the Search window perform the following:
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If the desired customer exists, click the Create Activity button to use this customer to create the new activity.
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If the customer does not already exist, select the Continue by creating a new customer? option.
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Click the Create Activity button.
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