Configuring Call Reasons

Prerequisites

Permissions on operations under the current menu that require separate configuration have been configured. For details about the operation permissions that can be configured separately, see Table 1.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Workbench Configuration > Call Reason.
2. Click New to add a call reason.
3. Set call reason parameters.
   Figure 1 Create Call Reason page
   

   Table 1 Call reason parameters

   Parameter	Description
   Call Reason	Call reason name. This parameter is mandatory. The value can contain a maximum of 50 characters.
   Organization Unit	Select an OU to which a call reason belongs. You can filter OUs by keyword. You can click to clear the field. Value options: Tenant administrator: All OUs under the current tenant are available. Common agent: If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs are available. If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the home OU and accessible OUs are available. If Organization Unit is left empty, select Unorganized.
   Skill Queue	Select a skill queue associated with the call reason. The options are skill queues under the selected OU. You can click to delete the selected skill queue. This parameter is optional when the tenant parameter Indicates whether the skill queue is mandatory for call reason configuration. is set to No. This parameter is not displayed when the tenant parameter Call Reason Mapping Skill Queue Switch is set to No.
   Parent Call Reason	Upper-level call reason of a call reason. This parameter is optional.
   Description	Description. This parameter is optional. The value can contain a maximum of 500 characters.
   Associated Case Type	Case type associated with a call reason. This parameter can be set only after the Case 2.0 feature is enabled. The options are case types that belong to the OU specified by Organization Unit and are configured on the Configuration Center > Case Configuration 2.0 > Case Configuration > Case Type page.

4. Click OK.
5. (Optional) Click New corresponding to the configured call reason and choose Add Sub Level to configure a subreason for the reason. After the configuration is complete, click OK.