Creating a Phone Interaction
Permissions Required: Use Media Phone
The details of the conversation between you and a contact can be saved as an interaction. Details can also be added to an existing interaction.
You can record details of an interaction either during the conversation, or after completing a call, and before closing the session. Recording details of an interaction helps you keep track of all conversations with the contact.
When you receive a call from a contact, a new session is displayed in the Phone workspace automatically (only if CampusNexus CRM is integrated with an external CTI application).
If the caller number is recognized and resolved by the system, the contact information is displayed in the object record pane. The interaction pane displays the new interaction details.
To Create an Interaction
1. Specify appropriate values in the required fields in the Communication Info tab.
2. Select the required values in the Preferred Properties tab.
3. Click Save or Save and End, depending on whether you want to save the interaction and continue with the phone session, or save the interaction and end the current session.
Some of the fields in these tabs are described in the following table:
Communication Info Tab
| Field | Description |
|---|---|
| New Interaction |
Select this option to create a new interaction. |
| Add Message |
Select this option if you want to append the communication, as a node, to an existing interaction record. Click |
| Mark as Resolved |
Select this check box if you want to create the interaction and mark it as resolved. |
| High Priority |
Select this check box to mark the interaction as high priority. |
| Subject |
This is the subject line of the interaction. Specify an appropriate subject for the interaction. |
| Date |
Indicates the interaction creation date. By default, the system date is displayed. You can choose to specify a different date. |
| Direction |
Select the direction of this interaction. For example, whether it is an incoming or outgoing interaction. By default, the value is set to Incoming. |
| Message |
This is the body of the interaction where you specify the content. If there are auto text entries that you want to use in your message, type the shortcut text and press the spacebar on your keyboard. |
| Contact |
The selected Contact ID is populated by default. Search and select the contact to which the lead is associated. |
| Link to Lead |
This value is populated by default, when you select a lead record. It displays the name of the lead, associated with the selected contact. |
| Link to Enrollment |
If the contact record is associated with an enrollment record, this value is populated by default. |
| Team and User |
Search and select the team and a corresponding user, to which you want this interaction to be associated. |
. The Set Interaction dialog box is displayed. Search for the required interaction. From the list of interaction that are displayed in the results area, select the required interaction record and click Set.Note
The selection of values you make in the Team and User and Direction fields is retained in the New Interaction page until the values are manually changed again.
Preferred Properties Tab
Most of the fields in this tab are read-only, because the values are auto-populated when you save the interaction record.
Here, you can select the Language value for the interaction. This value is considered as the preferred language of the associated contact for all interactions.
Among other values that you can set, are the Due Date for the interaction resolution, the Enrollment or Lead record that must be associated with this interaction.