Reviewing Previous Telemarketing Interactions

The Telemarketing Status and Telemarketing Activity History sections of the Prospect Details screen displays the complete history of attempted and successful interactions with a prospect.

You can work on telemarketing queue prospect records until they are either qualified or disqualified. Either of these statuses indicates that the prospect is closed and is either earmarked for the Sales Department or that no further activity is required. Prospects listed in Open, Call Attempted and Pending Follow-up views retain the options for Call Prospect, Qualify, Disqualify, or Change Queue.

When a prospect is qualified or disqualified, the telemarketing activity for that prospect can be partially edited even after it has been captured. For example, you can add any supplementary points to your note.

To review previous telemarketing interactions

• Click a prospect name in any of the Call Center views and scroll down to display the history.

Activity Types

When an agent submits a call script form, or saves or confirms a Calling, Qualify or Disqualify window, Oracle CRM On Demand Marketing sets an activity type.

The values for the activity type for telemarketing activity history are slightly different from the values for a status or view.

The activity type values are:

• Called. The agent saves information in the Calling window.

• Call Script Responded. The agent submits the call script Web form.

• Qualified. The agent confirms the qualification activity.

• Disqualified. The agent confirms the disqualification activity.

• Change Queue. The agent confirms the request to change queue.

You can review the details of each historical interaction by clicking the date and time link. A window displays detailed notes and other changes in that interaction.

To edit telemarketing activity for a contact

1. Open the call center prospect record that you want to edit.

2. Go to the Telemarketing Activity History section.

3. Click the Edit icon (pencil) to edit the required logged activity.

4. In the window that opens, edit or add notes, and then edit the followup date.