Siebel Applications Administration Guide > Real-Time Decisions >

Customizing Call Reasons

When a customer calls your business, your agents can record the reason for the call. Your agents record the reasons in the Activities applet in the Contact Summary (RTD) and Account Summary (RTD) views.

By default, a number of call reasons are included with Siebel Business Applications. You can customize the list of call reasons. You can deactivate the default call reasons, and add call reasons that are relevant to your business.

This task is a step in Process of Configuring Siebel Business Applications for Siebel RTD.

To customize call reasons

1. Navigate to the Administration - Data view > List of Values screen.
2. Query the list for the list-of-value types whose Type is TODO_TYPE and whose Parent LIC is Call - Inbound.
3. Deselect the Active check box for any of the call reasons that are not relevant to your business.
4. Add any list-of-value types that are specific to your business.