Code Call Dialog
The code call dialog is displayed when you click the Code Call button on the script.
The Code Call Dialog displays a list of Call Outcomes that can be selected. The list shown will vary depending on the setup of the project you are processing a task for, the settings that have been configured in the script due to the route you followed.
The options along the left hand side of the dialog allow you to filter the list of outcomes shown:
| Icon | Description |
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Show all available outcome codes |
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Show all outcome codes that count as “Connects” |
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Show all outcome codes that count as “Recycles” |
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Show all outcome codes that count as “Effective” (DMC - Decision maker contact) |
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Show all outcome codes that count as “Sale” |
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Show all outcome codes that count as “Sale Opportunity” |
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Show all outcome codes that count as “Complete” (handled calls that will not be called again) |
By clicking on an option, the list of code will update to show just those that match the selected option.
Note: When an agent completes/codes a record, it automatically writes history information to the tables [rHistory_Detail], [rHistory_ISummary], [sUserActivityReporting] and [sUserActivityState].
Set Callbacks
Some codes will require you to provide a call back date and time and these will display the standard call back editor. If you are processing a task that is controlled by the telephony platform, you may get a different call back editor with settings specific to the platform.
The call back editor will allow you to specify a time window (if enabled on the project) for example “Monday afternoon”, or a specific date and time.
You can also specify who the call back should be handled by:
- Me – the call back will be scheduled for you
- Pool – the call back will be scheduled for any user who can access this project
- Skill – the call back will be scheduled for any user who can access your current skill
- User – you can assign it to a specific user
- Other – you can assign it to a specific skill
You can also provide call notes that will be saved to the history record.