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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.
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Siebel Call Center User Guide Published: 18 April 2003 |