Creating a Call Center Queue

To deliver leads to the Call Center module of Oracle CRM On Demand Marketing, create a queue as you would any other, but choose Call Center as the queue delivery system. The subsequent configuration options presented are specific to a call center queue. You must identify the call center agents who are responsible for following up with prospects delivered to the queue, and you must associate a default call script for the queue from the list of available (preconfigured) call script Web forms.

To create a call center queue

1. Click Admin in the upper-right corner of the screen.

2. In the Response Management section, click Queues.

3. Click New Queue.

   The New Queue screen appears.

4. Enter the descriptive information for the queue, including a unique name and description.

5. Select call center as the queue delivery system.

   A new selection appears requesting the optional association of a default call script.

6. Select the Default Call Script by clicking the Lookup Icon (magnifying glass), which displays a window of all the available call script Web forms.

7. Click the Option button next to a call script, and click Select.

   You can set a default call script for the queue if there is not a subject-specific or program-specific call script that you prefer to use. Associating a call script is optional, but it is useful to give agents a form to use so that they can collect additional prospect information during conversations.

8. To preview the call script, click the Preview link, and click Next.

9. On the Assign Telemarketing Agents screen, scroll through the list of available call center agents and select one or more names, (hold the Control key to select more than one). Then click the right arrow to add the names to the list of selected agents on the right.

10. To remove an agent, select the name in the right window of Selected Agents, and click the left arrow to move back to the list of available agents.

11. Click Next, and then click Next.

    The Queue Details screen appears.

12. Click Save.

The complete contact record for each prospect assigned to a call center queue is available to the call center agent when following up with each lead. This step helps the agent prepare to contact the prospect with all relevant contact information, including the most recent registration data.