Call Status Titles
Analysts can select a Call Status Title when forwarding, deferring or closing a call, to indicate the status of the call (such as Resolved, In Progress, Investigation).
You can create, rename and delete Call Status Titles, as well as change the order in which they are displayed.
Creating a Call Status Title
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 Setup selected in the Admin tab of your General Access Security Role in order to configure any IPK administration settings.
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Call Status Titles to open the window. A list of existing call status titles appears. You can adjust the column widths if required.
Select . A new row is inserted in the browse table.
Type the name of the call status you want to create.
Define settings for the call status:
6. Save the changes. Provide the Change Reasons if prompted to do so.
Updating a Call Status Title
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Call Status Titles to open the window.
Select the status you want to update and make the necessary changes. You can overwrite the existing name with a new one, select/deselect the setting checkboxes, or change the order in which the statuses are listed on the defer, forward, or close windows using the and buttons.
Save the changes. Provide the Change Reasons if prompted to do so.
Deleting a Call Status Title
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Call Status Titles to open the window.
Select the call status title 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.