1/ Appointments features
In 5.4.7 you have the ability to create appointments from scratch in two ways:
1a - From "Find/Edit contact"
From this window > Select your contact > Right Click > Edit Appointment.
That will prompt an appointment properties window you can fill with relevant information for the Agent such as Date, Time and Importance, plus any message:
This appointment creation is only available for all (non-completed) contacts via find/edit contact. This includes appointments for unused contacts or contacts for which the last call result was not 'appointment'.
- Regular callback options still apply (over callback won't be called, priority 0 won't be called, etc.) When changing such a manual appointment, the callback script will be re-evaluated.
- Regular quota behaviour still applies: manual appointments will be counted in quotas depending on their priority, etc.
- These appointments will be displayed in all appointment dialogs as usual.
- These manual appointments can be deleted as well. Important to know: if you create a manual appointment and delete it again, the contact will still be considered as having had an appointment. This means it will have a higher priority, will have reduced callback times, etc.
1b - At the creation of the sample list
When creating a new sample list (from an external database only), you can also create appointments from sample list fields. For this, you need, on your external database side, four fields that will be used to create the appointment:
A/ A field ("DATETIME") where you will set the date and time of the appointment. This field must be in datetime format (Access/Excel or SQL). The time must be set in UTC Time.
B/ A field (numerical format) where you can set the AgentID if you wan to attribute an appointment for a specific agent.
C/ A field (Nvarchar/ text - limit at 1024 characters) where you can set a specific message.
D/ A field (numerical format) where you can set the importance of the appointment (from 0 to 5).
The 3 last fields (B-C-D) are not mandatory for the creation of the appointment.
When creating your sample list from an external database, you have four new fields to select in the external data details window: