Bookshelf Home | Contents | Index | Search | PDF

Siebel Call Center User Guide > Campaigns and SmartScripts >

Answering Inbound Campaign Calls

---

The following procedure describes how to answer an inbound campaign call.

To answer an inbound campaign call

Identify the caller and the campaign to which the caller is responding.
Use Siebel Search to determine whether the caller is already listed in the database, as either a contact or a prospect, and then follow one of the following procedures:
If the caller is already listed in the system:
Click the Last Name hyperlink in the Search Center result to navigate to the Contact or Prospects screen, and then click the Campaigns view tab.
Use the Campaigns list to determine whether the caller is already associated with the campaign that prompted the call.
If the association does not already exist, click New and specify the campaign name to create the association.
If the caller is not listed in the system:
Navigate to the Contacts screen, create a record for the caller in the Contacts list, and then click the Campaigns view tab.
In the Campaigns list, click New and specify the campaign name to create the association.
In the Contacts Campaigns list, click the Campaign hyperlink for the relevant campaign to navigate to the Campaigns screen.
Click the Overview view tab, and then select the record for the caller from the Overview list.
Depending on whether your campaign uses a call guide or a SmartScript, refer to the appropriate procedure for communicating campaign offers to the current contact or prospect:
If your campaign uses a call guide, see To use a call guide during a campaign call.
If your campaign uses a SmartScript, see To use a SmartScript during a campaign call.

Bookshelf Home | Contents | Index | Search | PDF