Call Event Actions

Call Event Actions:  The Actions to setup how the system will be customized in Call Center to react to incoming and outgoing phone calls, and show specific data.  When selecting the Call Event Actions link the following window will pop up.  

When selecting the New button the following Actions fields are available to add or edit:

The following is a detailed list of fields for Incoming Call Event Actions as shown:

Fields:

Phone Number:  Specific phone number or 'ALL' numbers.  Typically left for 'ALL'.

Event Type:  Dropdown list of Call Received OR Call Started

Call Received:  For Incoming calls only.

Call Started:  For Incoming and Outgoing calls.

Match Type:  Depends on the direction of the call (Incoming and Outgoing).  Dropdown list of the following:

External Number:  

Outgoing call -> The number the Agent dialed.

Incoming call <- The callers phone number.

Internal Number:

Outgoing call -> The number the Agent is dialing from (Agent Caller ID)

Incoming call <- The number the Agent dialed.

Master Call Record:  The Master Call record from the number.

Match Field:  This is the field that the Phone number needs to match to.

Action:  Action to take if a match is found.  Dropdown list of the following fields:

Popup Record:  Pop up a new record

Select Record:  Force matching record to be displayed in normal Ivinex view.

Select Record - New Window:  Force matched record opening in a new window.

Select View:  Open selected view with match record as target.

Select View - New Window:  Open selected view with match record target in new window.

Campaign:  If a match is found.  Change to the selected campaign ( --No Change-- is typical).  If you want this call attributed to a different campaign - you can have the matched call with this control.

Group:  How to group the selections together.

Remove:  If you click remove link - it will delete the entire line of Incoming Call Actions set.