Call Activities

Create activity items for calls, much like an activity checklist. Analysts can close activity items as they complete them, which ensures the correct process is followed.

This also enables tracking of call progress. System Administrators can create and reuse lists across multiple calls and call templates.

Enabling Call Activities

1. Select ≡ > Admin > System Administration. The System Administration window appears.

   In the Explorer pane, expand Preview Features.

2. Select Settings to display Preview Features Settings window.

3. Select the check box for Call Activities.

4. Select the Save icon to save the changes. Provide the Change Reasons if prompted to do so.

Configuring Call Activities

While you can add call activities manually, they are especially helpful to add to a Call Template. This way whenever that template is used, the activities will already be added.

1. Select ≡ > Admin > System Administration. The System Administration window appears.

   In the Explorer pane, expand Preview Features.

2. Select Call Activity Lists to display the window.

3. All existing Call Activities are displayed. The list is empty on first time configuring the system.

4. Create an Activity List:

   1. Select the New icon. A new row is inserted in the browse table.

   2. Select the Edit icon the row and then type a name for the activity list.

   3. Select the Edit icon again in the row to save the changes.

   4. Select there Save icon to save the changes. Provide the Change Reasons if prompted to do so.

5. Add Activities to the Activity List:

   1. Select an Activity List and then Action it.

   2. The Call Activities for List window is displayed.

   3. Select the New/Add icon to create a new activity in the list.

   4. Type a Description and Details for the activity, then select to save the activity.

   5. Continue adding activities to the list as needed.

   6. Change the order of activities in the list using up and down icons.

   7. Select the Save icons to save the changes. Provide the Change Reasons if prompted to do so.

Granting Permission to Call Activities

Before you Start

You must have Security Roles setup selected in the Admin tab of your own General Access security role before you can assign or remove permissions for any security roles.

1. Display the IPK Management Security Roles details window, if it is not already on screen.

   Select ≡ > Admin > System Administration. The System Administration window appears.

2. In the Explorer pane, expand Security Roles, then select IPK Management. All existing IPK Management security roles are displayed.

   The pre-defined role All typically has all role options selected. However, some of the options are not selected by default and you should explore the permissions set before assigning the role.

3. If you want to create a role, select and assign the role a name in the Role Name field. To view or update a role, select the role in the browse table and select .

4. Select the Options tab.

5. Select the check box for View Call Activities

6. Select the Save icon to save the changes. Provide the Change Reasons if prompted to do so.

Using Call Activities in ASM Core

Before you Start

Analysts must have View Call Activities selected in the IPK Management Security Role to use Call Activities.

When Call Activities are enabled, the Call Activities explorer menu option appears in calls, where Analysts can:

• Add activities to a call from an Activity List created by the Admin.

• Create new ad-hoc Call Activities for a call.

• Close Call Activities from a call

• View all Call Activities for a call, open and closed activities.

• View all Call Activities in the system from the Call Activities window.

To see more information, see Call Activities Explorer Option.