Managing Harassment Records

Prerequisites

To view the review result, agents must have the permission to perform operations on the Channel Configuration, Call Center Configuration, Settings, Harassment record review, and Query Contact Record menus.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Resource Management > Harassment Record.
2. Set search criteria as required to search for harassment record information.
   Figure 1 Harassment Record page
   

   Table 1 Key elements on the Harassment Record page

   Element	Type	Description
   Special List Type	Drop-down list	Special list type. Search criterion. Black List Red List
   Special List Level	Drop-down list	Special list level. Search criterion.
   Operator	Text box	Business account of the agent who creates a harassment record. Search criterion.
   Subscriber number	Text box	Customer number. Search criterion. Phone number Email address Example: 123@huawei.com
   Status	Drop-down list	Harassment record status. Search criterion. To be reviewed Approved Rejected Select To be reviewed.
   Application Time From	Calendar component	Start time of the application time. Search criterion. The interval between Application Time From and Application Time To cannot be longer than seven days.
   Application Time To	Calendar component	End time of the application time. Search criterion. The interval between Application Time From and Application Time To cannot be longer than seven days.
   Query	Button	Perform a search.
   Reset	Button	Reset search criteria.
   Subscriber Number	Label	Customer number.
   Special List Type	Label	Special list type. Black List Red List
   Application Time	Label	Time when a harassment record is created.
   Operator	Label	Business account of the agent who creates a harassment record.
   Reason For Joining	Label	Reason for adding a customer number to the special list.
   Operation	Button group	Operations that can be performed. Approval: Approve a record that has not been approved. View: View an approved or rejected record.

3. Click Approval in the Operation column.
   • Choose Accept.
     • Special List Level: Select a special list level.
     • Effective Time: Set the time when the special list takes effect. The value of Effective Time must be later than the current time and earlier than May 19, 2038.
     • Expiration Time: Set the time when the special list expires. After Special List Level is selected, Expiration Time is automatically set to the time that equals to Effective Time plus Restriction Duration (hours) of the special list level by default. You can manually change the value. The value must be later than the current time and earlier than January 19, 2038.
     • Comment: Set the comment on the harassment record. The value contains a maximum of 500 characters.
   • Choose Reject.
     • Comment: Set the comment on the harassment record. The value contains a maximum of 500 characters.

4. Click Complete.

   After the application is approved, you can choose Configuration Center > Resource Management > Special List > SPECIAL LIST to query the added special list record.

   After the approval is complete, you can choose Configuration Center > Resource Management > Harassment Record to view the approval result. Approved harassment records are migrated to the history table every hour and cannot be queried on the GUI.