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
- Sign in to the AICC as a tenant administrator and choose .
- 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.
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.
- 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.
- Choose Accept.
- Click Complete.
After the application is approved, you can choose
to query the added special list record.After the approval is complete, you can choose
to view the approval result. Approved harassment records are migrated to the history table every hour and cannot be queried on the GUI.
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