Managing Harassment Records

Prerequisites

To view the review result, agents must have the Channel Configuration, Call Center Configuration, Settings, Harassment record review menu permissions and the Query Contact Record operation permission.

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
   Application time range	Calendar component	Application time range. Search criterion. The time range cannot exceed seven days. You can click to delete the selected time range.
   Status	Drop-down list	Harassment record status. Search criterion. To be approved Approved Rejected You can click to delete the selected state.
   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	Operator business account. Search criterion. You can click to delete the entered operator.
   Subscriber number	Text box	Customer number. Search criterion. Phone number Email address Example: 123@huawei.com
   Reset	Button	Reset search criteria.
   Search	Button	Search for harassment records.
   	Button	Search for data based on search criteria again and refresh data on the page.
   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.
   • Select Agree.
     • Special List Level: Select a special list level.
     • Effective Period: Set the time range when the special list record takes effect. The time range specified by Effective Period must be within the time range from the current time to January 19, 2038.
     • Opinions: Enter the opinion on the harassment record. The value contains a maximum of 500 characters.
   • Select Reject.

     Opinions: Enter the opinion on the harassment record. The value contains a maximum of 500 characters.

4. Click Save.

   After the application is approved, you can choose Configuration Center > Resource Management > Special List and click the Special List tab to view the new 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.