The Inbound Call Reasons page will only be available on a campaign that has been defined as supporting inbound calls, and can be displayed at any time when a campaign is selected by clicking Inbound Call Reasons on the Campaign Manager Navigator Tree.
This page allows the definition and maintenance of inbound call reasons and scripts.
All wraps defined on the Inbound Call Reasons page (with the exception of any wraps defined as sub script only, or requiring a security level higher than the current advisor) will appear on the Wrap Selector Bar of the Customer Details screen on the Advisor Desktop when an inbound call is received for the campaign.
There are four different categories of wraps which can be created and maintained:
Basic Wrap - A basic wrap, when selected on the Advisor Desktop, will require no input by the advisor before being saved. It is used to record an event reason such as 'Number Unobtainable'.
Extended Wrap - An extended wrap, when selected on the Advisor Desktop, will require a second level of selection, and possibly input, by the advisor before being saved. At its most basic level, it is used to record an event reason and sub reason e.g. 'Unable to Contact – Line Busy'
Data Collection Wrap - Data collection wraps are pre-defined units designed to capture particular data, with specific validation (e.g. the Payment Card Details collection screen will validate the credit or debit card number entered). These can be used as stand-alone wrap reasons or incorporated as steps within scripts.
Call Flow or Script - A call flow when selected on the Advisor Desktop, will guide an advisor through a number of steps within a call flow (or script), allowing the capture of data (including standard data collection screens as appropriate to the flow through the script).