Creating a phone call

  1. Select the Activity (New) function in the function bar of a module form to create a Phone call. The input form is opened.
  2. Enter a speaking Subject.
  3. Specify the precise period (Phone call on ... to ...).
    Note: You should already specify here whether you want to plan the phone call for later, or only create it. If you plan an "incoming" phone call and do not enter a planned appointment here, the status taken place is set immediately to the " incoming ... " type, and you won’t see the phone call in the Entry Por­tal. If you modify the appointment afterwards, the status must be set manually to "in planning".
  4. Talk of is automatically set for the logged-in user. Modify this entry, if you want to delegate this phone call. Talk with is the contact for which the activity was initiated.
  5. Check under Type (mandatory field), which type of phone call it is (Outgoing call or incoming call).
  6. Check according to the source object whether a case or contacts are to be associated with the phone call.
  7. Check whether Attachments are needed, and assign documents as needed.
  8. Specify a personal role in the Teleconference tab (attendee list) by clicking on the Role field and selecting an entry, if required.
  9. You can activate the monitor flag in the Additional data tab to Monitor deadlines. Specify additional notification settings as needed.
  10. Enter comments in the input field (Note / Report), or simply click the Time stamp button to attach a signature under which you will enter comments.
  11. If a new phone call has been created and is saved, the CRM assumes that it will still take place and sets the status to In planning / Open. Check whether the status needs to be modified, e.g., to Not available, Busy etc. Update the field Status info in the status dialog for status changes to take down reasons and additions to status changes if necessary.
  12. Specify whether you would like to be reminded before the beginning of the phone call (Remind me in).
  13. Click OK or save the record.

Note: For calls via CTI from within a created call, the system presents the status selection after the connection has been terminated (regardless of whether the call has taken place or not). If you select “Taken place”, ”Not taken place” or “Follow-up”, the call is considered completed, and the regular end time is entered in the “Due Date” field. If you select another status or “Cancel”, the call remains open and the end time does not change. It is then re-submitted.

Info

Admin: The variables PSA_CTI_CAL_STA_CON and PSA_CTI_CAL_STA_NCO are used for management, among other things. You have the additional option “?” to activate the above query. The default for both variables is “?”.