Action Type
You can define categories of activities that can be selected by Analysts when they forward a call.
Action Types are used to profile what activity has already occurred as the call is forwarded. The selected action type is then added to the Action Type select list on the Call Details window. You may define as many Action Types as you wish.
Creating an Action Type
Before you start
As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.
Ensure you are in the correct partition before applying the settings.
You must have IPK Set Up selected in the Admin tab of your General Access Security Role to configure the IPK management settings.
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Action Type to open the window and display existing action types.
Select the Plus icon to add a new row. A blank row is inserted in the table.
Complete the details:
5. Select to save the changes. Provide the Change Reasons if prompted to do so.
Updating an Action Type
Before you start
As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.
Ensure you are in the correct partition before applying the settings.
You must have IPK Set Up selected in the Admin tab of your General Access Security Role to configure the IPK management settings.
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Action Type to open the window and display existing action types.
Update the details as necessary.
Save the changes. Provide the Change Reasons if prompted to do so.
Deleting an Action Type
Before you start
As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.
Ensure you are in the correct partition before applying the settings.
You must have IPK Set Up selected in the Admin tab of your General Access Security Role to configure the IPK management settings.
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Action Type to open the window and display existing action types.
Select the action type you want to delete. Select . If you attempt to delete the system default, you will receive a warning message.
Save the changes. Provide the Change Reasons if prompted to do so.
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