Process to update the call type on rescheduled calls to match the incomplete code on the original call.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
A process where the Call Type on the reschedule call needs to match the Incomplete Code on the original call. In order to make that "matching" call type/incomplete code work in an automated fashion, this alert requires that the incomplete code on the original call has an exact matching call type code in your ‘call types’. This alert will run through the open rescheduled calls and flip the call type. To 'flip' means to automatically change the Call Type of a rescheduled call generated when a Service Call is marked Incomplete.
Run Schedule: Every 5 minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Incompleted Code(s) - Enter the incomplete codes that the alert should consider for flipping the call type on the rescheduled call. Separate multiple codes with commas.
Variable X: Call Type Code - Enter the call type code to set on the rescheduled call, when the initial call has one of the incomplete codes in Variable W. Leave this variable blank if you have matching call types for the incomplete codes and want the alert to match the call type to the incomplete code.
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Alert Functionality
Alert Functionality
1. The alert is checking for calls that are marked as rescheduled, and then determining if the incomplete code on the initial call is one of the incomplete codes set in Variable W. The list of incomplete codes can be found in Tools - Lists and Codes - Incomplete Codes:
The incomplete code is set on the first call here:
2. Once the alert has determined if the initial call has an incomplete code that matches Variable W, it checks to see if the Rescheduled Call has a call type that matches the incomplete code:
3. Once the rescheduled call is determined to match the parameters of the alert, the alert will either update the call type on the rescheduled call to the value set in Variable X. If Variable X is blank, the alert will set the call type on the rescheduled call to match the incomplete code. If Variable X is blank, you must make sure that you have a matching call type for each incomplete code. Call types are found in Tools - Lists and Codes - Call Types:
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Best Practices & Tips
Best Practices & Tips
1. See the documentation here on best practices for rescheduling calls.
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Related Alerts
Related Alerts
None at this time.
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