Defining Outbound Settings

To define the customer information, you must have rights to manage Outbound settings. To create template fields, you must have rights to create customer data fields.

You use this procedure to define the default initial customer information that is displayed to agents, and customer attributes that are used in templates to define customer information.

The initial information can also be defined for each campaign separately in Outbound Management > Campaigns, in the User Interface Settings block. If you do not define anything in the campaign settings, this default initial information is used.

We recommend that you include at least the customer name in this initial information, since the agents cannot see the customer information dialog window in the script view. The initial information is especially useful in predictive dialing as agents cannot view the customer information before taking a call.

  1. On the System Configurator main screen, choose Outbound Management > Settings.

    A screen area with relevant assignment blocks appears.

  2. In the Basics block, choose the edit icon.

    A dialog window opens and you can add the items you want to be shown as initial information.

  3. In the Customer Attributes block, create the fields used in templates, see Managing OB Campaign Templates.
  4. Save your entries.