Incoming Call Category Groups [Central]

You can start adding categories by clicking the "New" button.

Upper Category

The Top Category is the highest unit in a consolidation group.

For example, if you want Category B to be hierarchically dependent on Category A, you must select Category A as the Parent Category when adding Category B.

Assigning Tasks to Departments

Under the "Assignment Organization" tab, a Department is assigned within the Management Organization for each call category.

You can make multiple assignments.

Solution Pool

You can add documents to help you resolve the issue under the "Solution Repository" tab using the "Solution Source" options below.

• SLM - Solution Map
• DMA - System Document
• URL - Internet URL

Adding a Solution Map

After selecting "SLM - Solution Map" from the "Solution Source" dropdown menu, you must select an Information Catalog from the "Solution Map" dropdown menu. Then, you can select the "Catalog Group" of the chosen catalog from the "Solution Map Unit" window.

Adding Documents from System Documents

You must select "DMA - System Document" from the "Solution Source" dropdown menu.

First, you need to upload the image to the system documents.

You can upload documents to the Documents folder .

You can select the uploaded files from the "Documents" window.

Adding an Internet URL

You must select "URL - Internet URL" from the "Solution Source" dropdown menu.

You can type a website's URL into the "URL" field.

For example, you can add the URL (web address) of your company's technical services, making it very quick and easy for a call center representative to find during a phone call.