Set up Call Center

Call Center events 

Event setup is where you establish a workflow for completing call center events. Each call center event begins with an individual data entry form and may continue with a wizard for documenting a particular type of call center event, such as a request for referral. For example, the sequence of forms in a wizard used to capture a request for referral might be: 

• New Call Center Call
• Call Disposition
• New Referral to the Agency

The unique feature of call center event setup is the ability to use a wizard that breaks the process of recording a call into individual steps. The first step allows staff to record basic call information, including details about the caller, which helps with the client search. Completing the first step saves the call. 

Define a Call Center event

1. Go to: Setup > Call Center > Events > Event Setup OR Setup > Event Setup > Call Center Events > Events Setup.
2. In the toolbar click Add New and select Event Definition - Call Center.
   Result: The Event Definition form opens.
3. In the Event Definitions section:
4. Complete the required fields:

• Event Name
• Event Code
• Data Entry Form (for New) - The form used for a new client
• Data Entry Form (for Edit) - The form used for an existing client

5. Complete any optional fields.
6. Select Save.

Set up a Call Center wizard

A Call Center wizard provides a workflow for staff to document a particular type of call center event. to document a particular type of Call Center event, such as a request for referral. wizard for documenting a particular type of call center event, such as a request for referral. The wizard consists of a sequence of form used to document a call. 

1. In the Call Center Wizard section, select the Use Event Wizard check box.
2. For Wizard - First Form, select the form used to initiate the call, collecting enough information to save the call and perform a search for the person.
3. Select the Wizard - Use Search checkbox to allow for creating a new client as part of the search. 
4. Optional. For Wizard - Completing Form select a form used to complete the call.
5. Optional. For Wizard - Optional Form, select a form used to record additional call information, such as a referral.
   Note: While it is optional to add an additional form to a wizard, if there is an additional form, the staff member is required to complete the form in order to complete the call. 
6. For Follow Up Events, select an event or events that would be completed or scheduled after the call.
7. For Additional Events, select an event or events that is required to be completed during the call.
8. Select Save.

Call Center staff setup

Optionally specify a worker role as the default for Call Center security.

1. Navigate to Agency Setup > Agency > Agency > Agency Information.
2. In the list of sub forms on the left, select Defaults for Security.
3. In the Defaults for Security sub form, select the Default Call Center Worker Role.
4. Click Save.

If you use default Call Center security, ensure the worker role has access. Also, specify the actions the user can perform with Call Center events.

1. Navigate to Agency Setup > Staff and Security Setup > Worker Roles > Security for Events.
2. Click Select Worker Role and select the Default Call Center Security role.
3. In the toolbar, click Security for Events.
4. In the grid select Call Center Calls.
5. For each call center event, select whether the worker role has access and also the actions they can perform.
6. Click Save.

In Staff Profiles with Security, set up the Call Center worker role with security access to Call Center events.

1. Navigate to Agency > Staff & Security > Staff Information > Staff Profiles with Security.
2. Above the toolbar, click Select Name and select the user.
3. In the far right column of the grid, select Actions > Open Form.
4. In the list of sub forms on the left, select User Access.
5. Under Access to Call Center, select the Default Call Center Security role.
6. Click Save.

Defaults for Call Center listing and Call Center event

Specify the default call center listing the staff member will see, the default call center event used for new calls, and the default search form. 

1. Navigate to Agency Setup > Staff and Security Setup > Navigation Access > Access Definition. 
2. Above the toolbar, click Navigation Scheme and select the security scheme to have access to Call Center.
3. Select Call Center Setup.
4. For the Call Center Listing Form, select the form used for the Call Center listing. 
5. For the Default Call Center Event, select the form used to enter a new call.  
   Note: The default event is used when a client is selected but an event is not selected and the call is closed. This enables the call to appear in the Call Center listing.
6. For Call Center Search Forms, select the search forms available in Call Center and optionally designate a default search form.
7. Select Save.