Wrapping Up Communication Activities
Your administrator determines if the Wrap Up form in your Oracle Contact On Demand is enabled automatically or manually. By default, Wrap Up forms are obligatory, and only your administrator can enable or disable Wrap Up forms in Oracle Contact On Demand.
TIP: The Auto Wrap Up setting is available in the Company Profile section of Oracle CRM On Demand. Only administrators can enable or disable this setting. For more information on configuring the Auto Wrap Up settings, see Oracle Contact On Demand Administration Manager Guide and Oracle Contact Center Anywhere Administration Manager Guide.
When you end any communication (calls, voicemails, emails), Oracle Contact On Demand automatically creates an activity and displays the Wrap Up form. You must complete the Wrap Up form to complete the communication activity.
If a Wrap Up form does not display, do the following:
CAUTION: Do not wrap up an activity while a call is still active, otherwise a second Wrap Up form is displayed when you hang up the phone. Do not leave multiple wrap up windows open, otherwise it is difficult to determine which Wrap Up form belongs to which call.
NOTE: Each individual activity opens one individual Wrap Up form. You can customize your Wrap Up forms in the Activity Application Customization page in Oracle CRM On Demand. For more information on customizing Wrap Up Layout forms, see Customizing Static Page Layouts. For more information on assigning customized Wrap Up forms to specific users, see Adding Roles.
If the Wrap Up form is displayed while you are editing a record, the data already entered for this record is not lost, because the open page you are editing does not refresh when Oracle Contact On Demand saves the data on the Wrap Up form.
In the Wrap Up form, you can summarize what occurred during the communication. You can also link other records to the activity, such as accounts and contacts in the Wrap Up form. Linking records creates a historical audit of all communications between your company and a contact or account. You can also track all communications required to resolve a service request or all communications generated by a specific campaign, which helps your company to measure overall campaign effectiveness.
The following table describes some fields in the Wrap Up form.
Using automatic Wrap Up forms
You have one minute to complete the Wrap Up form, however, this time can be modified by an administrator. If you exceed the time limit allowed to enter the information in the Wrap Up form, a timer alert displays. Click OK and continue entering information, then Save. No further timer alerts display after the first timer alert. If the Wrap Up form is opened automatically, the Cancel button is grayed out, and cannot be used. If you close the Wrap Up form window, information you entered, if any, is saved.
Using manual Wrap Up forms
If the Wrap Up form is opened manually, you can close the Wrap Up form without saving the details by selecting the Cancel button.
|Published 5/4/2012||Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.|