Forum Analysts Explorer Option

You can create a forum for the current call, and add any analysts or groups you think would be interested in the progress of the call. Forum members can be notified about updates made to the call.

If a forum is already linked to the call, you can add analysts who are not already in the forum, who you want, should know about the call.

You can create “named” forums that are built based on call attributes in the IPK Workflow Rules builder accessed by selecting IPK Workflow Rules from the Admin dropdown button.

1. Display the Call Details window, if it is not already on screen.

2. In the explorer pane, expand Workflow, then select Forum Analysts.

3. In the Call Forum window, if an existing forum is linked, the Existing Forum field will list the members of that forum.

4. To add members to the forum, click Add.

5. In the Recipients window, select the analysts or groups you want to participate in the forum.

If your system is partitioned, you can only add analysts or groups in the partitions to which you belong.

Note however, that it is possible that to see forum analysts or groups that are not in any of your partitions. This is when analysts or groups have been added to a forum on the call by an analyst in a different partition to the ones to which you belong.

6. Click OK to return to the Call Forum window.

By default, new members are assigned the forum role Unspecified. From the Role list, select the role to be assigned to the analyst or group.

7. From the Status list, select New, Read, or Completed (or another status if these have been added by the system administrator).

8. Select the Email option to enable the analyst or group to receive a notification when the forum is created and linked to the call.

9. To remove a member from the forum, select the analyst or group in the table, and click Remove.

10. Select the Notify on Call Update checkbox to receive an email notification whenever this call is updated. This option is applicable only to you. You cannot set this option for other forum members. This option is available for selection only if you own the call or add yourself to the forum.

11. Click Save.

This call will be visible in your Calls Outstanding window until its status is changed to Completed, at which point you will stop receiving email notification if the call is updated, forwarded, or deferred. You can modify your forum status in your Calls Outstanding by selecting another status from the Forum Status dropdown list.

If you are a member of more than one group, updating your Forum Status will change the status for all of your groups that are also members of the forum.

Rewatching a Call

If you remove a watch on a call, but then want to place a watch on this call again, you will need to update your forum analyst status on the call (since it has been automatically updated to Completed when you initially removed the call watch).

1. Display the Call Details window, if it is not already on screen.

2. In the explorer pane, expand Workflow, then select Forum Analysts.

3. In the Call Forum window, if an existing forum is linked, the Existing Forum field will list the members of that forum.

4. Select your name from the browse table.

5. Using the drop-down list in the Your Forum Status field, update your forum status (for example, set it to Read, or New).

6. Select the Notify on Call Update option if you want to be notified whenever the call is updated.

7. If you are not the current owner of the call, the button is disabled. However, your forum status will still be updated.