Ctm User Guide

BUSINESS COMMUNICATIONS MANAGEMENT

COMMUNICATION TASK MANAGEMENT (CTM)USER GUIDE

SOFTWARE VERSION 6.0 SP3

DOCUMENT VERSION 1.2 (18.11.2008)

COPYRIGHT

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USER GUIDE TABLE OF CONTENTS

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TABLE OF CONTENTS1. Introduction ....................................................................................................................................................... 1

1.1. About the software .................................................................................................................. 11.2. About the document ................................................................................................................ 2

2. User interface..................................................................................................................................................... 3

2.1. Menu bar.................................................................................................................................. 32.2. Toolbar..................................................................................................................................... 42.3. Views ....................................................................................................................................... 4

2.3.1. Task mode ................................................................................................................... 42.3.1.1. Personal task list ............................................................................................. 52.3.1.2. Common task list ............................................................................................ 72.3.1.3. Task view...................................................................................................... 10

2.3.2. Customer mode ......................................................................................................... 132.3.2.1. Customer search view................................................................................... 132.3.2.2. Customer view.............................................................................................. 15

2.4. Status bar ............................................................................................................................... 19

3. Usage................................................................................................................................................................. 21

3.1. Understanding basic management issues .............................................................................. 213.1.1. Understanding application-related terminology........................................................ 213.1.2. Creating and maintaining data .................................................................................. 22

3.2. Using general functions ......................................................................................................... 233.2.1. Logging in and out .................................................................................................... 233.2.2. Configuring settings .................................................................................................. 24

3.2.2.1. Configuring general settings......................................................................... 243.2.2.2. Configuring task list settings ........................................................................ 273.2.2.3. Configuring e-mail settings .......................................................................... 303.2.2.4. Managing signatures..................................................................................... 31

3.2.3. Using task list views ................................................................................................. 333.2.4. Using search functions .............................................................................................. 35

3.2.4.1. Using wildcards and character patterns ........................................................ 353.2.4.2. Searching tasks ............................................................................................. 363.2.4.3. Searching customers ..................................................................................... 41

3.2.5. Viewing and printing out task list reports ................................................................. 42

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3.2.6. Using task list filters ................................................................................................. 433.2.7. Using virtual user groups related to common task list.............................................. 453.2.8. Using task attachments ............................................................................................. 46

3.2.8.1. Using attachment templates.......................................................................... 463.2.8.2. Troubleshooting attachments........................................................................ 483.2.8.3. Understanding local attachment handling .................................................... 49

3.2.9. Making calls (OPTION)............................................................................................ 503.2.10. Deactivating connection to CDT application (OPTION) ....................................... 513.2.11. Using shortcut keys................................................................................................. 52

3.3. Creating tasks and modifying task information .................................................................... 533.3.1. Creating tasks manually and modifying task information ........................................ 54

3.3.1.1. Creating new task or selecting existing task ................................................ 543.3.1.2. Defining basic information........................................................................... 553.3.1.3. Linking, modifying and creating customers................................................. 563.3.1.4. Using infocards............................................................................................. 603.3.1.5. Modifying product information.................................................................... 613.3.1.6. Adding attachments...................................................................................... 623.3.1.7. Completing procedure .................................................................................. 633.3.1.8. Viewing statistics.......................................................................................... 63

3.3.2. Using recurrence functions ....................................................................................... 643.3.3. Creating tasks manually by copying......................................................................... 673.3.4. Creating tasks automatically from e-mails (OPTION) ............................................. 673.3.5. Creating tasks automatically from phone calls (OPTION)....................................... 683.3.6. Creating tasks automatically from faxes (OPTION)................................................. 703.3.7. Creating tasks automatically from outbound call campaigns (OPTION) ................. 70

3.4. Processing tasks..................................................................................................................... 713.4.1. Allocating tasks......................................................................................................... 713.4.2. Forwarding tasks and receiving forwarded tasks...................................................... 713.4.3. Picking tasks ............................................................................................................. 723.4.4. Sharing tasks ............................................................................................................. 723.4.5. Viewing and modifying task linking......................................................................... 733.4.6. Creating additional task timestamps with handling types ........................................ 753.4.7. Printing out tasks ...................................................................................................... 763.4.8. Creating appointments to Microsoft Outlook (OPTION) ......................................... 76

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3.4.9. Processing remote tasks (OPTION) .......................................................................... 773.4.10. Closing tasks ........................................................................................................... 793.4.11. Deleting tasks .......................................................................................................... 79

3.5. Creating e-mail messages ...................................................................................................... 803.5.1. Sending e-mail messages .......................................................................................... 803.5.2. Using address directory............................................................................................. 823.5.3. Formatting text .......................................................................................................... 843.5.4. Using e-mail templates.............................................................................................. 853.5.5. Using e-mail signatures............................................................................................. 853.5.6. Enclosing e-mail attachments ................................................................................... 85

3.6. Using notifications and reminders......................................................................................... 873.6.1. Using e-mail, SMS or fax notifications .................................................................... 883.6.2. Using reminders ........................................................................................................ 91

3.7. Managing customer information ........................................................................................... 943.7.1. Creating companies, contacts and persons................................................................ 953.7.2. Modifying customer information .............................................................................. 963.7.3. Creating personal segments ...................................................................................... 983.7.4. Adding companies, contacts and persons to segments ............................................. 993.7.5. Removing companies, contacts and persons from segments .................................. 100

4. Glossary.......................................................................................................................................................... 103

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SAP BCM COMMUNICATION TASK MANAGEMENT (CTM)iv

USER GUIDE1. INTRODUCTION

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1. INTRODUCTION

1.1. ABOUT THE SOFTWARE

The Communication Task Management (CTM) application is used for managing various kinds of tasks (activities) in the BCM system, which can be related to telephone calls, e-mails, chat, quotations, orders, and so on.

You can create and maintain customer data (companies, contacts, and persons) and your personal segments in this application. See the notes and limitations in the section 3.1. Understanding basic management issues (page 21) before you start using the application.

Besides setting up and managing this application, administrators create and maintain the company-wide segments, activity names, profiles and products in the CPM Administrator application.

For example, you can use the application during your workday in the following ways:

A customer may contact you by telephone or by e-mail, and make an order or request information on a product. You can manually or automatically create a task based on the order or request, and assign it to a user who is responsible for the required action.You can handle tasks that you are responsible for either as an individual worker (by using the personal task list) or as a member of a group (by using the common task list). You can pick unallocated tasks for handling from the common task list and inform your colleagues if there are new tasks that would be suitable for them.You can use reminder functions and send e-mail messages, SMS messages, or faxes related to the selected task.You can also forward tasks to remote users who cannot access the application directly but are able to handle tasks via e-mail.

The application may be integrated with the Communication Desktop (CDT) application for creating tasks from call or e-mail channels (queues). In this case you can also make phone calls from this application. Contact the supplier or administrator for further information about this optional integration and see the following sections:

3.2.2.1. Configuring general settings (page 24)3.2.10. Deactivating connection to CDT application (OPTION) (page 51)3.3.4. Creating tasks automatically from e-mails (OPTION) (page 67)3.3.5. Creating tasks automatically from phone calls (OPTION) (page 68),3.3.6. Creating tasks automatically from faxes (OPTION) (page 70)3.2.9. Making calls (OPTION) (page 50)

Some of the functions described in this guide may not be implemented in your system, or you may not have permission to use them. Furthermore, your system may include separately implemented customer-specific features that this guide does not cover. Contact the supplier or administrator for further information.

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USER GUIDE1.2. ABOUT THE DOCUMENT

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CAUTION: The software users (service providers and end-users) are fully responsible for ensuring that the services provided using this software do not violate or are not used in contravention of local legislation. The software users must acknowledge that the software collects identification data for enabling the services and their invoicing, security and troubleshooting, protecting the services against misuse and misappropriation, and further improvement of the software and services, and they must assume the full responsibility for the use of the collected data.

1.2. ABOUT THE DOCUMENT

ITEM MARKING EXAMPLEProper nouns Italic Microsoft Windows Various user interface items (such as buttons, menus, submenus, dialog windows, tabs, and sheets)

Italic Click the Update button.

Select Start > Programs > Internet Explorer.

Paths and directories Italic By default the file is located in the following directory: C:\Documents.

Values and variables Italic Replace the xyz value with the 123 value.Code examples Courier fontSome functions Bold You can use the Find and replace function

for searching items.Terminology Bold italic By default clicking refers to the left mouse

button.

Conventions

CAUTION: This is an important caution.

NOTE: This is a necessary note.

HINT: This is a helpful hint.

run if xyz = 123

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USER GUIDE2. USER INTERFACE

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2. USER INTERFACEThis section introduces the user interface elements. You should be familiar with them and the issues in the section 1. Introduction (page 1) before you actually start using this software.

The user interface has the following parts:

1. Menu bar (page 3)2. Toolbar (page 4)3. Views (page 4)4. Status bar (page 19)

2.1. MENU BAR

The menu bar is always enabled and has the following menu functions:

File Reload => Refreshes the user interface. The application returns to the initial task mode and all unsaved data is lost.Exit => Closes the application and logs you out.

Edit


USER GUIDE2.2. TOOLBAR

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Create new task => See the section 3.3.1. Creating tasks manually and modifying task information (page 54).

View => Lists the appearance modes you have rights to use.Tasks => See the section 2.3.1. Task mode (page 4).Customer => See the section 2.3.2. Customer mode (page 13).

Tools Save e-mail => Not in the use at the moment.Settings => See the section 3.2.2. Configuring settings (page 24).

Help Help topics => Opens the HTML file listing all available guides. They are delivered with the software in the PDF format.About => Displays the name and version number of the application.

2.2. TOOLBAR

The toolbar has the Back button which is used for returning to the previous view. It helps you to navigate in the application but in some cases you may prefer using the view-specific buttons (or the corresponding pop-up menu functions) for navigation purposes.

2.3. VIEWS

Several issues affect the user interface appearance. See the sections 3.2.3. Using task list views (page 33) and 3.2.2. Configuring settings (page 24).

The application has the following modes:

2.3.1. Task mode (page 4)2.3.2. Customer mode (page 13)

2.3.1. TASK MODE

NOTE: When you place the cursor over the appropriate information row in a list, the row is highlighted.


USER GUIDE2.3.1.1. PERSONAL TASK LIST

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The application enters this mode when you log in to the application or select the menu function View > Tasks. It has the following main views:

2.3.1.1. Personal task list (page 5)2.3.1.2. Common task list (page 7)2.3.1.3. Task view (page 10)

There is also the All list view which appears only when you have used the search functions. The view lists all search results which match the search criteria (tasks in the personal task list, in the common task list, and in the personal task lists of other users). See the section 3.2.4.2. Searching tasks (page 36).

2.3.1.1. PERSONAL TASK LIST

The list displays all tasks allocated to you (the tasks you are responsible for). Tasks can be transferred to your personal task list in the following ways:

A task is directly allocated to you => See the section 3.4.1. Allocating tasks (page 71).A task is forwarded to you => See the section 3.4.2. Forwarding tasks and receiving forwarded tasks (page 71).You pick a task from the common task list => See the section 3.4.3. Picking tasks (page 72).Another user shares a task with you => See the section 3.4.4. Sharing tasks (page 72).


USER GUIDE2.3.1.1. PERSONAL TASK LIST

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The list view has the following parts:

The filtering functions => See the section 3.2.6. Using task list filters (page 43).The total number of tasks that you are responsible for (and the number of hidden pending tasks in brackets).The task list. You can sort the list by clicking the column titles. You can also right-click a title if you want to select the ascending or descending sorting order.

Hide pending tasks => If this option is selected, the list does not display the tasks you have marked as pending.Hide upcoming tasks => If this option is selected, the list does not display upcoming tasks. A task is upcoming if its starting date is in the future.

There are also various function buttons. When you place the cursor on a button, a tooltip displays its purpose of use. Usually the same functions are also available in the pop-up menu which appears by right-clicking in the current view.

Open => Opens the selected task in the viewing mode. A shared task with the For information status is opened in the previewing mode and you cannot modify it.Handle => Opens the selected task in the editing mode. The function is not available for shared tasks with the For information status.Forward task... => Opens the dialog window for forwarding the selected task. You may forward tasks to the members of actual or virtual user groups or to the common task list. See the section 3.4.2. Forwarding tasks and receiving forwarded tasks (page 71).Share task with others... => Opens the dialog window for sharing tasks with other users (Share to or For information). See the section 3.4.4. Sharing tasks (page 72).Mark as pending => Changes the status of the selected task to Pending. You can do this to several tasks simultaneously.Mark as handled => Changes the status of the selected task to Handled and closes it. You can do this to several tasks simultaneously.Restore => Appears only when you have used the search functions. Changes the status of the selected task from Handled to Restored. You can do this to several tasks simultaneously. You are allowed to restore only the tasks you are responsible for, but the members of the -Supervisors- user group can perform this function to other tasks as well.Restore and open => Appears only when you have used the search functions. Changes the status of the selected task from Handled to Restored and opens it in the editing mode. You are allowed to restore only the tasks you are responsible for, but the members of the -Supervisors- user group can perform this function to other tasks as well.Delete => Changes the status of the selected task to Deleted and removes it from the list. You can do this to several tasks simultaneously. You are allowed to delete only the tasks you are responsible for, but the members of the -Supervisors- user group can perform this function to other tasks as well. See the section 3.4.11. Deleting tasks (page 79).


USER GUIDE2.3.1.2. COMMON TASK LIST

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Create new task... => Opens the task view for creating a new task. See the section 3.3.1. Creating tasks manually and modifying task information (page 54).Refresh => Updates the list. By default the application updates the list automatically at predefined intervals.Search... => See the section 3.2.4.2. Searching tasks (page 36).Report... => See the section 3.2.5. Viewing and printing out task list reports (page 42).

2.3.1.2. COMMON TASK LIST

The list displays all tasks which have not been allocated to any actual users (the tasks are allocated to the common task list or a virtual user group). You and other users can preview the tasks or pick them to the personal task lists depending on the user rights.



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The list view has the following parts:

The filtering functions => See the section 3.2.6. Using task list filters (page 43).The total number of tasks in the common task list.The task list. You can sort the list by clicking the column titles. You can also right-click a title if you want to select the ascending or descending sorting order.The virtual user group functions => See the section 3.2.7. Using virtual user groups related to common task list (page 45).


Preview => Opens the selected task in the previewing mode.Pick => Transfers the selected task to your personal task list.Pick and open => Transfers the selected task to your personal task list and opens it in the viewing mode.



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Forward task... => Opens the dialog window for forwarding the selected task. You may forward tasks to the members of actual or virtual user groups. See the section 3.4.2. Forwarding tasks and receiving forwarded tasks (page 71).Restore => Appears only when you have used the search functions. Changes the status of the selected task from Handled to Restored. You can do this to several tasks simultaneously. You are allowed to restore only the tasks you are responsible for, but the members of the -Supervisors- user group can perform this function to other tasks as well.Restore and open => Appears only when you have used the search functions. Changes the status of the selected task from Handled to Restored and opens it in the editing mode. You are allowed to restore only the tasks you are responsible for, but the members of the -Supervisors- user group can perform this function to other tasks as well.Visibility... => Opens the dialog window for defining the visibility of the selected task. This is a special function for advanced use only. Contact the supplier for further information.Delete => Changes the status of the selected task to Deleted and removes it from the list. You can do this to several tasks simultaneously. You are allowed to delete only the tasks you are responsible for, but the members of the -Supervisors- user group can perform this function to other tasks as well. See the section 3.4.11. Deleting tasks (page 79).Create new task... => Opens the task view for creating a new task. See the section 3.3.1. Creating tasks manually and modifying task information (page 54).Refresh => Updates the list. By default the application updates the list automatically at predefined intervals.Back to list => Appears only when you have used the search functions. Clears the search results and returns to the basic task list.Handle => Opens the selected task in the editing mode. The function is not available for shared tasks with the For information status.Search... => See the section 3.2.4.2. Searching tasks (page 36).Report... => See the section 3.2.5. Viewing and printing out task list reports (page 42).


USER GUIDE2.3.1.3. TASK VIEW

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2.3.1.3. TASK VIEW

The view displays the information about the selected task. Depending on how you access the view, it is in one of the following modes:

Viewing => You can perform task functions and open the task for editing.Editing => You can modify the task information.Previewing => You can perform some of the task functions. You cannot open the task for editing.



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This view is dynamic, its contents depend on the mode, settings and system configuration. Contact the supplier or administrator for further information about the system configuration in your company.

The view can have the following tabs:

Info => The basic task information. See the section 3.3.1.2. Defining basic information (page 55).Customer => The customer information related to the task. You can link customers to the task by using the search functions. The detailed customer information may include blue hyperlinks for opening WWW pages, making phone calls, sending e-mail or entering the customer view. See the section 3.3.1.3. Linking, modifying and creating customers (page 56).Infocards => The task-related infocards (the activity profiles). Infocards are used for classifying tasks and saving additional information in a predefined form by using questions and answers. See the section 3.3.1.4. Using infocards (page 60).Products => The task-related product information. See the section 3.3.1.5. Modifying product information (page 61).Attachments => The task-related attachments. See the sections 3.3.1.6. Adding attachments (page 62) and 3.2.8. Using task attachments (page 46). If you have problems when using attachments, contact the administrator for further information.E-mail => Displayed only if the task has been created from an e-mail. You can define that this tab appears automatically when you open the task in any of the modes. See the section 3.2.2.3. Configuring e-mail settings (page 30). Tasks can be created from e-mails in the following ways:

By using a CEM e-mail channel => See the section 3.3.4. Creating tasks automatically from e-mails (OPTION) (page 67).By sending an e-mail from this application => If you send an e-mail from this application, a new e-mail task is created automatically and linked to the currently open task. See the sections 3.4.5. Viewing and modifying task linking (page 73) and 3.3.4. Creating tasks automatically from e-mails (OPTION) (page 67).

There are also various function buttons. When you place the cursor on a button, a tooltip displays its purpose of use. Usually the same functions are also available in the pop-up menu which appears by right-clicking in the current view. You can select whether certain buttons are displayed or hidden in this view. See the section 3.2.2.1. Configuring general settings (page 24).

Edit => Enters the editing mode from the viewing mode.Forward task... => Opens the dialog window for forwarding the selected task. You may forward tasks to the members of actual or virtual user groups or to the common task list. See the section 3.4.2. Forwarding tasks and receiving forwarded tasks (page 71).Share task with others... => Opens the dialog window for sharing tasks with other users (Share to or For information). See the section 3.4.4. Sharing tasks (page 72).Mark as handled => Changes the status of the selected task to Handled and closes it.Delete => Changes the status of the selected task to Deleted. See the section 3.4.11. Deleting tasks (page 79).Recurrence... => Opens the dialog window for defining the recurrence settings for the selected task. See the section 3.3.2. Using recurrence functions (page 64).



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MS Outlook appointment... => Opens the Microsoft Outlook application for creating an appointment to its calendar from the selected task. See the section 3.4.8. Creating appointments to Microsoft Outlook (OPTION) (page 76).Send e-mail... => Opens the dialog window for creating an e-mail message related to the selected task. See the section 3.5.1. Sending e-mail messages (page 80). To keep track of sent e-mails, the application creates tasks from the sent messages automatically as described in the section 3.3.4. Creating tasks automatically from e-mails (OPTION) (page 67).Notifications and reminders... => Opens the dialog window for creating notifications (e-mail, SMS or fax) and reminders related to the selected task. The application does not save the notifications which have been sent. See the section 3.6. Using notifications and reminders (page 87).Send remote task... => Opens the dialog window for sending remote tasks to the users of the Communication Task Management (CTM) Backoffice application. See the section 3.4.9. Processing remote tasks (OPTION) (page 77).Cancel => Cancels the changes and returns you to the viewing mode.Refresh => Updates the view.Close => Closes the view.Save => Saves the changes. The task-specific button returns you to the viewing mode but the tab-specific button only saves the changes you have made in that tab.Save and close => Saves the changes and closes the view.Linked tasks... => See the section 3.4.5. Viewing and modifying task linking (page 73).Set handling type... => See the section 3.4.6. Creating additional task timestamps with handling types (page 75).Copy task... => Opens the dialog window for creating a new task by using the selected task as a template. See the section 3.3.3. Creating tasks manually by copying (page 67).Create new task... => Opens the task view for creating a new task. See the section 3.3.1. Creating tasks manually and modifying task information (page 54).Print => See the section 3.4.7. Printing out tasks (page 76).

The following functions are available in the previewing mode:


USER GUIDE2.3.2. CUSTOMER MODE

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The following functions are available in the viewing mode:

The following functions are available in the editing mode:

The following functions are available in the editing mode when you are creating a new task:

2.3.2. CUSTOMER MODE

The application enters this mode when you select the menu function View > Customer. You can also enter the mode from the Customer tab in the task view. It has the following main views:

2.3.2.1. Customer search view (page 13)2.3.2.2. Customer view (page 15)

2.3.2.1. CUSTOMER SEARCH VIEW

The view is used for performing searches related to customer information and viewing the search results as described in the section 3.2.4.3. Searching customers (page 41).

The search criteria fields are at the top of the view and the search result tabs at the bottom.


USER GUIDE2.3.2.1. CUSTOMER SEARCH VIEW

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Each search result row includes an indicator icon which displays the type of the item:

=> Companies => Contacts => Persons

The last column of the search result list displays the number of activities (tasks) linked to the item. The total number of search results (companies, contacts and persons) is displayed above the search result list.


Search => Executes the search and lists the search results.Clear => Clears the search criteria fields.Person and segment/Company and contact (the arrow button) => Displays the search criteria fields related to persons and segments or companies and contacts.


USER GUIDE2.3.2.2. CUSTOMER VIEW

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Open => Opens the customer view related to the selected item. See the section 2.3.2.2. Customer view (page 15).Create new customer => Opens the Create customer dialog window for creating a new customer. This function is available in the task view (the Customer tab), the customer search view, and the customer view.Save search results as segment => Opens the dialog window for entering the name for the personal segment which is created from the search results. Other users cannot use your personal segments.Add to segment => Opens the dialog window for including the selected items to a common or personal segment.Remove from segments => Opens the dialog window for removing the selected items from a common or personal segment.Delete => Deletes the selected company, contact or person permanently. You can do this to several items simultaneously. All contacts and persons related to the selected company are also deleted, even though you have not selected them separately. You are allowed to delete only the companies, contacts and persons that you have created.

The following functions are available for the search criteria:

The following functions are available for the search results:

2.3.2.2. CUSTOMER VIEW

The view displays information about the selected item (company, contact or person) and the tasks linked to it. You can enter it from the views which are described in the sections 2.3.1.3. Task view (page 10) and 2.3.2.1. Customer search view (page 13).



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This view is dynamic, its contents depend on the selected item, the settings, and the system configuration. Contact the supplier or administrator for further information about the system configuration in your company.



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The view can have the following tabs:

Company/Contact/Person => The basic information. See the section 3.7. Managing customer information (page 94).Infocards => The customer-related infocards (the company, contact or person profiles). Infocards are used for classifying customers and saving additional information in a predefined form by using questions and answers.Tasks => The tasks related to the selected item. Note the following:

The tasks are listed in the same way as in the personal and common task lists. See the section 2.3.1. Task mode (page 4).You can enter the task view from this tab by selecting a task and using an appropriate function. See the section 3.3.1. Creating tasks manually and modifying task information (page 54).A task search function with a limited set of search criteria is available in the customer mode. Click the Refresh button underneath the task list to clear the search criteria. See the section 3.2.4.2. Searching tasks (page 36).You can sort the list by clicking the column titles. You can also right-click a title if you want to select the ascending or descending sorting order.



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Call to number (the receiver icon) => See the section 3.2.9. Making calls (OPTION) (page 50).Cancel => Cancels the changes.Close => Closes the view.Create new customer => Opens the Create customer dialog window for creating a new customer. This function is available in the task view (the Customer tab), the customer search view, and the customer view.Create new task => Opens the task view for creating a new task. By default the new task is linked to the selected company, contact or person, but you can remove the link in the Customer tab in the task view. See the section 3.3.1. Creating tasks manually and modifying task information (page 54).Delete => Deletes the selected company, contact or person permanently. All contacts and persons related to the selected company are also deleted, even though you have not selected them separately. You are allowed to delete only the companies, contacts and persons that you have created.Open => Opens the selected task in the viewing mode.Preview => Opens the selected task in the previewing mode.


USER GUIDE2.4. STATUS BAR

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Restore and open => Appears only when you have used the search functions. Changes the status of the selected task from Handled to Restored and opens it in the editing mode. You are allowed to restore only the tasks you are responsible for, but the members of the -Supervisors- user group can perform this function to other tasks as well.Refresh => Updates the list.Save => Saves the changes.Save and close => Saves the changes and closes the view.Search => See the section 3.2.4.2. Searching tasks (page 36).Select => Displays the information related to the selected item.

The following buttons are available in the customer-specific tabs (Company/Contact/Person):

The following buttons are available in the Tasks tab:

2.4. STATUS BAR

The status bar displays various messages related to the software status and usage. The following information may appear in the bar:

Various status messages.Icon indicating whether the task or customer mode is currently selected.Timer related to the automatic task list updating feature.Timer related to the task handling type features.State of the connection between this application and the Communication Desktop (CDT). See the section 3.2.10. Deactivating connection to CDT application (OPTION) (page 51).


USER GUIDE2.4. STATUS BAR

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USER GUIDE3. USAGE

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3. USAGE

NOTE: Administrators define whether you have rights to access some views and tabs (the settings in the CPM Administrator application). See also the section 3.1.2. Creating and maintaining data (page 22).

This section describes the following functions and issues:

3.1. Understanding basic management issues (page 21)3.2. Using general functions (page 23)3.3. Creating tasks and modifying task information (page 53)3.4. Processing tasks (page 71)3.5. Creating e-mail messages (page 80)3.6. Using notifications and reminders (page 87)3.7. Managing customer information (page 94)

3.1. UNDERSTANDING BASIC MANAGEMENT ISSUES


3.1.1. Understanding application-related terminology (page 21)3.1.2. Creating and maintaining data (page 22)

3.1.1. UNDERSTANDING APPLICATION-RELATED TERMINOLOGY

CAUTION: It is important to understand the difference between (internal) user information and (external) customer information. Use the same application for creating each kind of information and for modifying it. Otherwise the data may not be synchronized and updated correctly.

Note the following about the application-related terminology:

Companies can be your business partners and contacts can be individual contact persons or virtual contacts (such as teams with one address or telephone number) in these companies.Persons are individual persons who exist in the CPM database without a company.Segments are used for organizing companies and contacts into different categories (target groups).A company can also be a specific group (for example Christmas party committee, Secretaries or Tennis club) especially when you create personal segments.Activities can be tasks, communication events (such as phone calls, e-mails or offers), and so on.Activity, company, contact and person profiles are displayed in this application as infocards. Infocards are used for classifying tasks and saving additional information in a predefined form by using questions and answers.


USER GUIDE3.1.2. CREATING AND MAINTAINING DATA

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Products can be used for indicating tasks’ connection to the product, and product groups are used for organizing the products into different categories.Contact the administrator or see the CPM Administrator Guide document for further information about segments, activities, profiles or products.

3.1.2. CREATING AND MAINTAINING DATA

You must be systematic and logical when creating and maintaining data in order to make the entire system work as intended. Use consistent syntax and keep in mind that information may be displayed in other applications as well.

It is recommended to plan the syntax and data maintenance issues in advance with the supplier and other administrators. All administrators should always provide you enough information on the items they have created.

For example, a directory is a company-wide or personal segment that contains companies and contacts (internal users or external customers). Internal users (accounts) are created in the User Administrator application, and external customers in the Communication Task Management (CTM). Usually administrators organise accounts and customers into company-wide segments in the CPM Administrator application. Contact the supplier or administrator for further information.

Note the following before you start using the application:

Items are displayed in this application according to user rights. Administrators manage the user rights in the CPM Administrator application.

Segments, activities, profiles => You need appropriate user rights for these items to be able to view or modify them. Other users cannot use your personal segments.

By default there is a -DB- segment which includes all companies and contacts in the database. However, you may not have user rights for that segment.The -In-House- segment contains all internal users (accounts) that have been defined and registered in the CEM database and moved to the CPM database automatically. You can modify that segment only by modifying accounts in the User Administrator application.

Companies, contacts, persons => You need appropriate user rights for the segments these items are included in to be able to view or modify them.Product groups => You need appropriate user rights for these items to be able to view them.Products => You need appropriate user rights for the product groups these items are included in to be able to view them.

If you cannot locate the appropriate items, use the search functions described in the section 3.2.4. Using search functions (page 35).You are allowed to delete only the companies, contacts and persons that you have created.Since a contact cannot exist on its own, it is always linked to a company.Each contact can belong only to a single company, but each company can belong to several segments.Administrators can select whether some information is displayed or hidden in this application. Contact the administrator or see the CPM Administrator Guide document.


USER GUIDE3.2. USING GENERAL FUNCTIONS

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The usage of activities is very company-specific. Contact the supplier or administrator for further information.

3.2. USING GENERAL FUNCTIONS


3.2.1. Logging in and out (page 23)3.2.2. Configuring settings (page 24)3.2.3. Using task list views (page 33)3.2.4. Using search functions (page 35)3.2.5. Viewing and printing out task list reports (page 42)3.2.6. Using task list filters (page 43)3.2.7. Using virtual user groups related to common task list (page 45)3.2.8. Using task attachments (page 46)3.2.9. Making calls (OPTION) (page 50)3.2.10. Deactivating connection to CDT application (OPTION) (page 51)3.2.11. Using shortcut keys (page 52)

3.2.1. LOGGING IN AND OUT

NOTE: You may need to change your password due to password policies. Log on to one of the following applications to change it: Communication Desktop, System Administrator or User Administrator.

NOTE: The login address depends on the system configuration in your company. Administrators give you the HTTP address (http://<SERVER NAME OR ADDRESS>/CommunicationTaskManagement) and optional company-specific login instructions.

NOTE: You can also enter this application from the Communication Desktop (CDT) application. Its File menu lists the applications you have rights to use.

Logging in

1. Open the browser and enter the appropriate HTTP address to open the login window. Note the following:

If you want to create a shortcut icon onto your desktop, drag and drop the icon from the address field. Double-click the shortcut icon to open the login window.You can also save the address into the Favorites menu in the browser to access it quickly later.

2. Enter your username and password. See the Communication Desktop (CDT) User Guide document.

3. Click the OK button. This application appears.

USER GUIDE3.2.2. CONFIGURING SETTINGS

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If you have problems before or during the login, contact the administrator for further information or see the Installation Guide document and the Client Workstation Installation Guide document. The reason may be one of the following:

You do not have appropriate user rights.You are trying to execute the software from an incorrect location.Your web browser is not supported or you are using a version which is too old.The web browser settings are invalid or insufficient.The security settings are invalid or insufficient.The network connections are not working properly.

Logging out

Select the menu function File > Exit.

3.2.2. CONFIGURING SETTINGS

Note the following:

You can modify the user interface appearance to a certain extent. If administrators have defined company-wide conventions for using the application, follow such instructions and do not configure the appearance by yourself.These settings have an impact on your personal user interface only.Administrators can select whether some information is displayed or hidden in this application. Contact the administrator or see the CPM Administrator Guide document.Some new settings take effect immediately and some after you have logged out from the application and logged in again.


3.2.2.1. Configuring general settings (page 24)3.2.2.2. Configuring task list settings (page 27)3.2.2.3. Configuring e-mail settings (page 30)3.2.2.4. Managing signatures (page 31)

3.2.2.1. CONFIGURING GENERAL SETTINGS

1. Select the menu function Tools > Settings.... The User interface settings dialog window appears.

2. Select the General tab.


USER GUIDE3.2.2.1. CONFIGURING GENERAL SETTINGS

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3. Configure the appropriate settings:Confirm task status change to Handled => If this option is selected, the application asks for confirmation before changing the status of the selected task to Handled.Confirm task forward => If this option is selected, the application asks for confirmation before forwarding a task.Open allocated tasks automatically => If this option is selected, the application opens an allocated task in the task view automatically when you are in the personal task list and the task is transferred to it.

The application may inform you about the new task with a pop-up notification and/or an alert sound. See the section 3.2.2.2. Configuring task list settings (page 27).The function does not apply to picked tasks or manually created personal tasks.

Set paperwork mode automatically => If this option is selected, the Communication Desktop (CDT) application gives you the paperwork status automatically when a new task has been created from an inbound queue call.

If you close the task before the call is disconnected, you move to the serving status automatically.If the call is disconnected while the task is still open in the task view, you move to the afterwork status automatically. You remain in the afterwork status until you close the task, and then move to the serving status automatically.If administrators have defined the afterwork time period (the parameters in the System Administrator application), this setting surpasses the parameter values. In


USER GUIDE3.2.2.1. CONFIGURING GENERAL SETTINGS

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this case the afterwork status gives you time to finish processing the task, and by closing the task you indicate that you are ready to continue serving in call queues.See the sections 3.2.10. Deactivating connection to CDT application (OPTION) (page 51) and 3.3.5. Creating tasks automatically from phone calls (OPTION) (page 68).

Task cache size per list => The number of tasks from each list kept in the cache memory simultaneously. It is significantly faster to open tasks in the task view from the cache memory than to open them directly from the database.Tasks in cache memory expire in => The expiration time for tasks in the cache memory. When a cached task expires, the task information is reloaded from the database next time you open it in the task view.Text area font size => The font size in the text areas (the multi-row text input fields). The setting affects the following fields:

The Remarks / internal solution, Description and Solution fields in the task view.The message body text fields in the Compose message (e-mail) and Notifications and reminders dialog windows.

Buttons in task view => The button opens the dialog window for selecting whether certain buttons are displayed in the task view. The setting affects the following buttons which are described in the section 2.3.1.3. Task view (page 10):

Share task with others Delete Recurrence MS Outlook appointment Send e-mail Notifications and reminders Send remote task


USER GUIDE3.2.2.2. CONFIGURING TASK LIST SETTINGS

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4. Click the Save button.

3.2.2.2. CONFIGURING TASK LIST SETTINGS

NOTE: See the section 2.3.1. Task mode (page 4) to understand the effects of these settings.

NOTE: Administrators define the number of columns displayed (between two and five columns) and the percentual width of each column in the CPM Administrator application.


2. Select the Lists tab.



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3. Configure the appropriate settings:Task list refresh interval => The interval for updating the task lists automatically. You can disable the function by selecting the Not in use value.Task list default order => The default sorting order for the task lists. The application uses the starting date as the default sorting value, but you can sort the lists dynamically by clicking the column titles.Max of displayed personal tasks/Max of displayed common tasks => The maximum number of tasks per page in the personal or common task list. If this number is large, it may take a while to update the list.Max of displayed task search results => The maximum number of tasks per page in the search result lists (Personal, Common or All). If this number is large, it may take a while to update the list.Max of displayed customer search results => The maximum number of customers (companies, contacts and persons) per page in the search result list. If this number is large, it may take a while to update the list.Sound file for new task => The application plays an alert sound when there is a new task in the personal or common task list. The function does not apply to picked tasks or manually created personal tasks. Select the Not in use value to disable the function.Use importance indicator icon in task lists => If this option is selected, the task list rows may include an importance indicator icon (an exclamation mark or an arrow). See the section 3.3.1. Creating tasks manually and modifying task information (page 54).



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Use reminder indicator icon in task lists => If this option is selected, a task list row includes a reminder icon (a bell) if the task has active reminders or unsent notifications. See the section 3.6. Using notifications and reminders (page 87).Use date separator rows in personal and common task list => If this option is selected, the application groups the tasks with the same starting date under a header row which displays the day of the week and the date (for example Monday, 31.05.2004).Inform of new task (pop-up window) => If this option is selected, the application informs you about the new task with a pop-up notification. The pop-up notification is related to the currently displayed list view (personal or common). See the section 3.4.2. Forwarding tasks and receiving forwarded tasks (page 71).

4. Select the Columns tab.

5. Configure the appropriate settings:The first actual task information column always displays the starting date (at the top) and the task name (at the bottom). You cannot modify these values.


USER GUIDE3.2.2.3. CONFIGURING E-MAIL SETTINGS

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Select the values displayed in the remaining four columns. The following values are available: Case ID, Channel address, Channel (name), Company, Contact, Deadline, Last modified (date and time), Priority, Project, Responsible name, Responsible (initials), Sender address, Status, Subject, Task ID, Time elapsed, Time, and Type.You can restore the default values by clicking the Default button.If you have selected values for the maximum of five fields (including the two fixed fields), the application adjusts the height of the task list rows and displays all information side by side.


3.2.2.3. CONFIGURING E-MAIL SETTINGS

NOTE: See the sections 3.2.2.4. Managing signatures (page 31) and 3.5. Creating e-mail messages (page 80) to understand the effects of these settings.


2. Select the E-mail tab.

3. Configure the appropriate settings:


USER GUIDE3.2.2.4. MANAGING SIGNATURES

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New message/Reply/Forward => The default structure for the e-mail message body text field when you compose a new message, reply to a message, or forward a message. The Description and Solution values refer to the corresponding fields in the task view.Default e-mail message format => The default format for outbound e-mail messages. The following values are available: Text (the plain text mode) and HTML (supports text formatting functions). See the section 3.5.3. Formatting text (page 84).Default sender address => The default sender address for e-mail messages and notifications. See the sections 3.5.1. Sending e-mail messages (page 80) and 3.6.1. Using e-mail, SMS or fax notifications (page 88). The following values are available:

User’s address => Administrators define your e-mail address in the User Administrator application.Default address for task => Administrators define the default address for the activity name (this type of task) in the CPM Administrator application.

Default sender address (e-mail channel) => The default sender address for e-mail messages and notifications. It is available for a task which has been created automatically from an e-mail channel. See the sections 3.3.4. Creating tasks automatically from e-mails (OPTION) (page 67), 3.5.1. Sending e-mail messages (page 80), and 3.6.1. Using e-mail, SMS or fax notifications (page 88).

User’s address => Administrators define your e-mail address in the User Administrator application.Channel address => Administrators define the e-mail channel address in the System Administrator application.Default address for task => Administrators define the default address for the activity name (this type of task) in the CPM Administrator application.

Default e-mail message template/Default notification template => The default e-mail template for e-mail messages and notifications. You can use e-mail templates with e-mail messages and all types of notifications. Administrators define the available templates in the CPM Administrator application. See the sections 3.5.4. Using e-mail templates (page 85) and 3.6.1. Using e-mail, SMS or fax notifications (page 88).Confirm linking contacts in segment when sending => If this option is selected, the application asks you whether you want link the contacts in the segments to a task created from the sent e-mail.Confirm opening e-mail window when you create task => If this option is selected, the application asks you to confirm this action after you have clicked the Send e-mail button in the task view. See the section 3.3.1. Creating tasks manually and modifying task information (page 54).Open e-mail tab in task view automatically => If this option is selected, the E-mail tab appears automatically when you open the task in any of the modes. See the section 2.3.1.3. Task view (page 10).


3.2.2.4. MANAGING SIGNATURES

NOTE: See the sections 3.2.2.3. Configuring e-mail settings (page 30) and 3.5. Creating e-mail messages (page 80) to understand the effects of these settings.


USER GUIDE3.2.2.4. MANAGING SIGNATURES

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NOTE: You can create personal signatures. Administrators can create company-wide signatures in the CPM Administrator application. Contact the supplier or administrator for further information.

1. Select the Tools > Settings option. The User interface settings dialog window appears.2. Select the Signatures tab.

3. If you want to create a signature, continue in the following way:Enter the signature text into the text field. If you have selected HTML as the default e-mail message format, you can use HTML code for formatting the text (for example, bold or italic). See the section 3.5.3. Formatting text (page 84).Enter a name for the signature into the New signature field. If you use an existing name, the application replaces the existing signature with the current one.Select the Set as default option if you want to use this signature as your default signature.Click the Save button.

4. If you want to modify a signature, continue in the following way:Select the signature from the drop-down menu.Modify the information.Click the Save button.

5. If you want to delete a signature, continue in the following way:Select the signature from the drop-down menu.

USER GUIDE3.2.3. USING TASK LIST VIEWS

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Click the Delete button.

3.2.3. USING TASK LIST VIEWS

Settings

See the section 3.2.2.2. Configuring task list settings (page 27) for information about the following and other settings:

You can define that the application informs you about a new task with a pop-up notification and/or an alert sound.You can limit the number of tasks displayed per page.

When a list contains more tasks than one page can hold, a set of arrow icons and page number hyperlinks appears at the top of the list. Use the hyperlinks for jumping to a specific page.The arrow icons at the far left and right move you to the first or last page of the list, and the arrow icons in the center move you one page back or forwards.

Administrators define the number of columns displayed (between two and five columns) and the percentual width of each column in the CPM Administrator application.

Information icon

Each information row includes an information icon. When you place the cursor on the icon, a pop-up window appears and displays a task information summary.

Type indicator icon

Each information row includes a type indicator icon which displays the origin of the task:

=> Created from a call. => Call task is being processed (it has been sent to a remote user). => Call task has been processed by a remote user. => Created from an e-mail. => E-mail task is being processed (it has been sent to a remote user). => E-mail task has been processed by a remote user.


USER GUIDE3.2.3. USING TASK LIST VIEWS

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=> E-mail task is a draft. => Created in this or another application. => Task is being processed (it has been sent to a remote user). => Task has been processed by a remote user. => Task is a recurrence template.

The colour of the type indicator icon indicates the following statuses:

Red => all lists => Open task.Yellow => all lists => Pending task.Pink => all lists => Restored task.Purple => personal task list => Shared task with the Shared to status (another user has shared the task with you and you can modify it). See the section 3.4.4. Sharing tasks (page 72).Blue => personal task list => Shared task with the For information status (another user has only wanted to inform you about the task and you cannot modify it). All task information is displayed in italics. See the section 3.4.4. Sharing tasks (page 72).Orange => common task list => Released task (you or another user have forwarded the task to the common task list from the personal task list).Green => search result list => Closed task.

Importance indicator icon and reminder icon

Each information row may include an importance indicator icon (an exclamation mark or an arrow) or a reminder icon (a bell). Note the following:

When you place the cursor on the reminder icon, a tooltip displays the list of reminders and notifications related to the task.The importance values are related to the available values in the Priority drop-down menu in the task view. Administrators define the available values for each task name in the CPM Administrator application.

The following task importance values have an icon: High (a red exclamation mark) and Low (a blue arrow pointing down).With other values the column is empty.

See the sections 3.2.2.2. Configuring task list settings (page 27), 3.3.1. Creating tasks manually and modifying task information (page 54) and 3.6.2. Using reminders (page 91).


USER GUIDE3.2.4. USING SEARCH FUNCTIONS

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Paper clip icon

A paper clip icon at end of the information row indicates that the task has one or more attachments.

3.2.4. USING SEARCH FUNCTIONS


3.2.4.1. Using wildcards and character patterns (page 35)3.2.4.2. Searching tasks (page 36)3.2.4.3. Searching customers (page 41)

3.2.4.1. USING WILDCARDS AND CHARACTER PATTERNS

CAUTION: It is strongly recommended not to use * or ? as the first character in a search field, as this may affect the SQL(Structured Query Language) server performance and cause slowdowns for other users connected to the same server.

Basic rules

The search criteria fields are not case-sensitive, and a search string can include both wildcards and patterns. You can use the following wildcards and patterns in most search fields:

* or % => Any group of characters. For example, Ho*n finds the matches Hobson, Hovington, etc.? or _ => Any individual character. For example, B?n finds the matches Ben, Bin, Ban, etc.[abc] => Any individual character within the specified range (such as [a-f]) or set (such as [abcdef]). For example, B[aei]n finds the matches Ben, Bin, Ban, etc.[âbc] => Any individual character outside the specified range (such as [â-f]) or set (such as [âbcdef]). For example, B[âei]n finds the matches Bon, Bun, etc.

Exception => free text search

The following search fields support only free text search with the * character:

Searching tasks => Subject, Description, Solution


USER GUIDE3.2.4.2. SEARCHING TASKS

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With the free text search you cannot use * as the first character in a search field. The search retrieves matches in the following way:

criterion => All entries where the individual criterion occurs.criterion* => All entries where the criterion occurs at the beginning of a string of characters.criterion criterion => All entries where both criteria occur somewhere in the text in any order.“criterion criterion” => All entries where both criteria occur somewhere in the text in this particular order.

Exception => no support for patterns

The following search fields do not support pattern usage, but do support wildcards:

Searching tasks => Company name, Contact name, Person nameSearching customers => Company name, Surname (contact or person), First name (contact or person)Linking customers in task view => Company name, Surname (contact or person), First name (contact or person)

Exception => no support for wildcards or patterns

The following search fields do not support the wildcard or pattern usage:

Searching tasks => Task IDSearching customers => Company ID, Contact ID, Person IDLinking customers in task view => Company ID, Person ID

3.2.4.2. SEARCHING TASKS

NOTE: A task search function with a limited set of search criteria is available in the customer mode. See the section 2.3.2.2. Customer view (page 15).

1. Enter the task mode and display the personal or common task list. See the section 2.3.1. Task mode (page 4).

2. Click the Search... button or select the corresponding function from the pop-up menu. The Task search dialog window appears. The Filters tab is used for managing task list filters as described in the section 3.2.6. Using task list filters (page 43), and other tabs are used for entering the search criteria.

3. See the section 3.2.4.1. Using wildcards and character patterns (page 35).4. Select the Basic data tab if you want to perform a basic search. Enter the search criteria into

the appropriate fields. You can use the following search criteria options:Task name => All tasks with this task name. When you select a value, the Profile name drop-down menu in the Extended tab lists only the infocards linked to the selected task name.Task ID => A single task with this unique task ID. When you use this criterion, the application ignores all other search criteria. Enter only numeric values.



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Case ID => All tasks with this case ID. When you use this criterion, the application ignores all other search criteria. Enter only numeric values.Subject/Description/Solution => All tasks having this value in the corresponding field.Start date between... => All tasks having the starting date within this period of time. Enter the value into the field or use the pop-up calendar for selecting the dates.Deadline between... => All tasks having the deadline within this period of time. Enter the value into the field or use the pop-up calendar for selecting the dates.Registered between... => All tasks having the registration date within this period of time. The registration date indicates when the task was created. Enter the value into the field or use the pop-up calendar for selecting the dates.User group => All tasks related to this target user group. You can use this criterion only when you select All as the target of the search.Responsible => All tasks related to this user (who is a member of the selected user group). You can use this criterion only when you select All as the target of the search.State => All tasks with this state.Target => All tasks in this task list.

5. Select the Extended tab if you want to narrow down the search results. Enter the search criteria into the appropriate fields. You can use the following search criteria options:



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Current status => All tasks with this status.If you want to use any of the internal system statuses as the search criteria, you must enter the value in English (although the status may be displayed in another language in the user interface). This applies to the following values: AcceptTimeout, Allocated, Forwarded, Handled, In process (remote tasks), Pending, Picked, Processed (remote tasks), Received, Registered, Released, and Restored.If administrators have defined additional status values, you can use them as the search criteria as such. Contact the supplier or administrator for further information.

Search from status history => If this option is selected, the search is targeted to status history in addition to the current status values.

Use this option when you must find tasks which include specific actions by a certain user. In that case enter the current status value in the format status@user ID.For example, if you enter the forwarded@jane value, the application finds all tasks that this user has forwarded.

Type => All tasks of this type.Channel => All tasks coming from this channel.Project => All tasks related to this project.Phone numbers => All tasks with this A number, B number or both. Enter the number into the field.E-mail addresses => All tasks with these e-mail addresses, sender addresses or recipient addresses. Enter the address into the field.Profile name => All tasks related to this infocard (an activity profile). The drop-down menu lists only the infocards linked to the task name selected in the Basic data tab.Question => All tasks with this question (related to the selected infocard).Answer => All task with this answer (related to the selected infocard and its question).



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6. Select the Customer tab if you want to search for tasks linked to specific customer data. Enter the search criteria into the appropriate fields. You can use the following search criteria options:

Segment => All tasks related to the companies, contacts and persons in this segment.Company name => All tasks related to this company.Contact name => All tasks related to this contact.Person name => All tasks related to this person.Profile name => All tasks linked to customers with this infocard (a company, contact or person profile).Question => All tasks with this question (related to the selected infocard).Answer => All task with this answer (related to the selected infocard and its question).



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7. Click the Search or Apply button or press the Enter key on your keyboard. The software executes the search and lists the search results. Note the following:

The Search button closes the search dialog window after the search and the Apply button or the Enter key leaves it open.If you have targeted the search to all task lists (selected the All value for the Target criteria in the Basic data tab), the search results include three list views: Personal, Common and All.The All view lists all search results which match the search criteria: the tasks in the personal and common task lists, and the tasks in the personal task lists of other users.You have to use the search functions to locate the tasks with the status Handled as they are no longer displayed in the normal task lists.

8. Continue in one of the following ways:Select an item and use the functions available for it. See the section 2.3.2. Customer mode (page 13).Click the Clear button to clear all previous search criteria and start a new search. You must do this separately, as the application remembers the previous values (it does not clear the fields even when you close the dialog window and open it again).Click the Back to list button to clear the search results and return to the basic task list.


USER GUIDE3.2.4.3. SEARCHING CUSTOMERS

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3.2.4.3. SEARCHING CUSTOMERS

NOTE: See the section 3.3.1. Creating tasks manually and modifying task information (page 54) for information about the search functions which are used for linking customers to tasks.

1. Enter the customer mode. See the section 2.3.2. Customer mode (page 13).2. See the section 3.2.4.1. Using wildcards and character patterns (page 35).3. Enter the search criteria into the appropriate fields. Note the following:

Click the Person and segment or Company and contact button (the arrow buttons) to display appropriate search criteria fields.You can use one criterion or several criteria. For example, select a segment and enter the first letter of a company name together with a wildcard.Profile name => All customers with this infocard (a company, contact or person profile).Question => All customers with this question (related to the selected infocard).Answer => All customers with this answer (related to the selected infocard and its question).


USER GUIDE3.2.5. VIEWING AND PRINTING OUT TASK LIST REPORTS

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4. Click the Search... button or select the corresponding function from the pop-up menu. The software executes the search and lists the search results. Note the following:

If you have targeted the search to a segment, only the contacts that belong to the segment are listed underneath their companies in the search results. If you want to see all contacts in the company, you must select the company and enter the customer view.If you use only company-related search criteria, the search results include only companies.If you use contact-related search criteria, the search results include both the contacts and their companies.

5. Continue in one of the following ways:Select an item and use the functions available for it as described in the section 3.7. Managing customer information (page 94).Click the Clear button to clear all previous search criteria and start a new search. You must do this separately, as the application remembers the previous values (it does not clear the fields even when you enter the task mode and then re-enter the customer mode).

3.2.5. VIEWING AND PRINTING OUT TASK LIST REPORTS

You can view and print out a task list summary (personal, common, or search results) by clicking the Generate printable task list report... button (the printer icon) in the personal or common task list view. The function is also available in the pop-up menu which appears by right-clicking in the current view.

The tasks in the report are always grouped by starting date in the descending order (regardless of the sorting order used in the task list). The maximum number of tasks in the report is 100.

Click the Print button in the report and the standard Microsoft Windows dialog window for selecting the printer appears.

The report displays the following information about each task:


USER GUIDE3.2.6. USING TASK LIST FILTERS

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Task name, task ID and case IDSubjectStarting date and deadlineResponsible and current statusLinked company and contact (there may be several links but only the first one is included)Remarks and internal solutionDescriptionSolution

3.2.6. USING TASK LIST FILTERS

You can create personal filters for filtering and organising the contents of the personal and common task lists. Filters are user-specific and created by using the task search functions.

Select the appropriate filter from the drop-down menu above the task list and select the Use this filter option. The available filters are grouped by the target list (the personal task list, the common task list, or both lists).

Create, modify and delete filters in the following way:

1. Enter the task mode and display the personal or common task list. See the section 2.3.1. Task mode (page 4).

2. Click the Search... button or select the corresponding function from the pop-up menu. The Task search dialog window appears.

3. If you want to create a filter, continue in the following way:See the section 3.2.4.1. Using wildcards and character patterns (page 35).Enter the search criteria into the appropriate fields in the Basic data, Extended and Customer tabs which are described in the section 3.2.4.2. Searching tasks (page 36). Each tab has information about the criteria you can use for filtering purposes.Select the Filters tab.Enter a name for the filter. If you use an existing name, the application replaces the existing filter with the current one.Select the format for the description. If you select the HTML format, you can use HTML code for formatting the text (for example, bold or italic). See the section 3.5.3. Formatting text (page 84).Select the target list.

USER GUIDE3.2.6. USING TASK LIST FILTERS

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Click the Save button. A confirmation dialog window appears displaying the filtering criteria.Click the Yes button. The filter is immediately available in the drop-down menu in the task list view.

4. If you want to modify a filter, continue in the following way:Select the Filters tab.Select the filter from the list.Click the Load button.Modify the information and filtering criteria.Click the Save button. A confirmation dialog window appears displaying the filtering criteria.Click the Yes button. If the filter is in use, the application updates the task list by using the new filtering criteria.

5. If you want to delete a filter, continue in the following way:Select the Filters tab.Select the filter from the list.Click the Delete button. A confirmation dialog window appears.


USER GUIDE3.2.7. USING VIRTUAL USER GROUPS RELATED TO COMMON TASK LIST

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Click the Yes button. If the filter is in use, the application clears the filtering and returns to the basic task list.

3.2.7. USING VIRTUAL USER GROUPS RELATED TO COMMON TASK LIST

Virtual user groups are used for filtering and organising tasks in the common task list. Virtual users are used for fine tuning / dividing a virtual user group into more precise categories. Note the following:

Administrators create and manage the virtual user groups in the CPM Administrator application. Contact the supplier or administrator for further information.Tasks remain in the common task list even when you forward them to the virtual users in the virtual user groups. This means that they are not transferred to personal task lists of actual users.For example, an imaginary wholesale company may organise its ordering process by entering received and made orders into the application as tasks, and by forwarding them to the virtual users Apples, Pears and Oranges in the virtual user group Fruits. A corresponding virtual user group Meat can include virtual users Pork, Beef and Veal. This may help the employees to view and pick the relevant tasks in the common task list more quickly.Virtual user groups are included in all user group lists in the application. They are indicated in these lists with the prefix ->.

Filter the common task list by selecting a virtual user group first and then a virtual user from the drop-down menu. When you select the check box next to the menus and the application filters the list.


USER GUIDE3.2.8. USING TASK ATTACHMENTS

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If you select another virtual user from the selected group, the application updates the list immediately. If you change the group, you must select the user and the check box again to update the list.

3.2.8. USING TASK ATTACHMENTS


3.2.8.1. Using attachment templates (page 46)3.2.8.2. Troubleshooting attachments (page 48)3.2.8.3. Understanding local attachment handling (page 49)

See also the following sections:

3.3. Creating tasks and modifying task information (page 53)3.4.11. Deleting tasks (page 79)3.5.6. Enclosing e-mail attachments (page 85)3.6.1. Using e-mail, SMS or fax notifications (page 88)

3.2.8.1. USING ATTACHMENT TEMPLATES

You can link the following types of attachment templates to tasks:

Template documents => Each template document consists of a so-called template file usually located in a shared directory accessible over the network. For example, a template file may be a Microsoft Word document containing order information.

When you add a new attachment of this type to a task, a new uniquely named copy of the template file is created in the same directory, and a link to the new file is added to the task.The name of the template file is always displayed in the task attachment list as the file name. If you add multiple copies of the same template document to a task, use a unique description to identify the documents in the task.

Linked files => A linked file is a user-defined file which is copied to the target directory specified in the template. The main advantage gained by using linked files is a way to control the visibility of these attachments both by task name and by user. You can also use them to group attachments by their type.

When you add a new attachment of this type to a task, the file you specified is copied to the target directory specified in the template using a new unique name.The original name of the file is always displayed as the file name.

Link an attachment template to a task in the following way:

1. Open the task in the task view and enter the editing mode.2. Select the Attachments tab.3. Click the Retrieve attachment templates... button underneath the task attachment list. The

Attachment templates dialog window appears.


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4. Select the appropriate entry.Template documents => The entries include a file type icon, the type description, and the name of the template file (in brackets).Linked files => The entries include a question mark icon, the type description, and the target directory path (in brackets).

5. Enter an optional file description for the new attachment.


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Template documents => If you do not enter a description, the template document type is used instead.

6. If you are using a template document, continue in the following way:Click the Create button. The application creates a copy of the template file and attaches it to the task. A confirmation dialog window appears.Click the Yes button to open the attachment.

7. If you are using a linked file, continue in the following way:Click the Browse... button. The standard Microsoft Windows dialog window for selecting files appears.Select the file name and click the Open button. The application transfers the file name to the Add new attachment field.Click the Create button. The application creates a copy of the template file and attaches it to the task. A confirmation dialog window appears.Click the Yes button to open the attachment.

3.2.8.2. TROUBLESHOOTING ATTACHMENTS

If you have problems, note any error messages and contact the administrator. The reason may be one of the following:

Template documents The template file has been renamed, moved or deleted.You cannot access the template file defined in a template document. For example, the template file has been renamed, moved or deleted, or the application does not have appropriate rights to access the file. In this case the entry is displayed in red.The template document entry in not accessible.

Linked files You have problems accessing the target directory defined in a linked file entry, for example, the target directory refers to a server which may be temporarily unavailable, or the application does not have appropriate rights to access the directory. The entry is displayed in red.The target directory is not accessible. An error message appears.


USER GUIDE3.2.8.3. UNDERSTANDING LOCAL ATTACHMENT HANDLING

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3.2.8.3. UNDERSTANDING LOCAL ATTACHMENT HANDLING

When you open attachments in the application, it attempts to copy the attachment file to the defined directory on the client workstation. This requires that the client workstation has sufficient reading rights for the source folder. If the rights are insufficient (the client workstation cannot access the file directly), the application opens the attachment by using the default attachment opening method: the file is opened from the server over HTTP or downloaded from the server using a browser window.

The main benefit of local file handling is that the application does not need to retrieve previously copied attachments over the network every time they are opened.

Attachments can be considered to be safe or unsafe depending on their file extension. Unsafe files are divided into suspicious and dangerous files.

When you open an attachment file using local file handling, initially both safe and unsafe files are copied to the client workstation. However, the next step is different for safe and unsafe files:

Opening safe attachments => After successfully copying a safe attachment to the target directory on the workstation, the application allows Microsoft Windows to select the best way to open the file (the DOC files in the Microsoft Word application, the XLS files in the Microsoft Excel application, and so on). In this case the application does not take any safety measures, but the operating system may issue warnings when you open certain types of files.Opening unsafe attachments => After successfully copying an unsafe attachment to the target directory on the workstation, the application examines the file extension to determine whether the file should be considered as suspicious or dangerous.

Suspicious files => Files with one of the following extensions are considered suspicious: BAK/BAS, CPL, CRT, HTA, INS, ISP, LNK, OCX, SH*, URL, WS*.

Before letting the operating system open a suspicious file, the application displays a warning message.

Click the Yes button to allow the operating system to open the local copy of the file.Click the No button to allow the application to open the file by using the default method (from the server over HTTP/downloaded from the server).

In most cases the File Download dialog window appears and you can decide what to do with the file. Regardless of what you do, a local copy of the file now exists, and you can access it by clicking the Browse local attachments... button underneath the task attachment list (the Attachments tab in the task view).

Dangerous files => Files with one of the following extensions are considered dangerous: BAT, CMD, COM, INF, EXE, JS*, MS*, PIF, REG, SCR, SYS, VB*.

The application never lets the operating system open a dangerous attachment directly, the default method (from the server over HTTP/downloaded from the server) is used instead.In this case the File Download dialog window appears and you can decide what to do with the file. Regardless of what you do, a local copy of the file now exists and you can access it by clicking the Browse local attachments... button underneath the task attachment list (the Attachments tab in the task view).

Note the following:


USER GUIDE3.2.9. MAKING CALLS (OPTION)

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Accessing locally stored task attachments => You can access any locally stored task attachments (attachments copied to the workstation) by clicking the Browse local attachments... button underneath the task attachment list (the Attachments tab in the task view).

The attachment directory is displayed in the Microsoft Windows Explorer application.The button is displayed only if administrators have defined in the CPM Administrator application that the local file handling functions are enabled.

Opening existing attachments on workstation => Each time you open an attachment, the application looks for an existing local copy. If a local copy is found, the application asks whether you want to replace the local copy with the original/remote file.Opening attachments based on attachment templates => The application opens the task attachments based on attachment templates on the remote location, and never copies them on to the workstation.

3.2.9. MAKING CALLS (OPTION)

You can use the Communication Desktop (CDT) application for making phone calls from this application. Contact the supplier or administrator for further information about this optional integration and see the following sections:

3.2.2.1. Configuring general settings (page 24)3.2.10. Deactivating connection to CDT application (OPTION) (page 51)3.3.4. Creating tasks automatically from e-mails (OPTION) (page 67)3.3.5. Creating tasks automatically from phone calls (OPTION) (page 68),3.3.6. Creating tasks automatically from faxes (OPTION) (page 70)

Keep the phone application open simultaneously with this application and click the blue phone number hyperlink or the Call to number button (the green receiver icon) next to the phone number.

The phone application makes a call to the selected number and this application may create a call-related task automatically. See the appropriate user guide for information on the actual phone functions.


USER GUIDE3.2.10. DEACTIVATING CONNECTION TO CDT APPLICATION (OPTION)

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3.2.10. DEACTIVATING CONNECTION TO CDT APPLICATION (OPTION)

The application is usually integrated with the Communication Desktop (CDT) application for creating tasks from call or e-mail channels (queues). In this case you can also make phone calls from this application. Contact the supplier or administrator for further information about this optional integration and see the following sections:

3.2.2.1. Configuring general settings (page 24)3.3.4. Creating tasks automatically from e-mails (OPTION) (page 67)3.3.5. Creating tasks automatically from phone calls (OPTION) (page 68),3.3.6. Creating tasks automatically from faxes (OPTION) (page 70)3.2.9. Making calls (OPTION) (page 50)

The status bar displays the state of the connection between the applications.


USER GUIDE3.2.11. USING SHORTCUT KEYS

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You can deactivate and activate the connection manually by right-clicking the connection icon and selecting the function from the pop-up window. You can also change the state by double-clicking the connection icon.

The deactivation is session-specific. By default the application tries to activate the connection automatically when you log in to the application (a setting in the CPM Administrator application). The connection can be created and activated only if the applications are integrated correctly.

3.2.11. USING SHORTCUT KEYS

Shortcut keys are individual keys and key combinations that are substitutes for the mouse-click operations. They may be two-key or three-key combinations, and the plus sign (+) means that you must hold the keys down simultaneously. For example, holding down the Ctrl and Alt keys while pressing the S key on the keyboard does the same as clicking the Save and Close buttons (or the Save and close button) in the task view.

F1 Send e-mail Opens the Compose message dialog window when you are in the task view.

F2 Modify task Enters the editing mode when you are in the task view.F3 Search tasks Opens the Task search dialog window when you are in a

task list.F4 Forward task Opens the Forward task dialog window when you are in

a task list or in the task view.F5 Refresh Updates the view (a task list, the task search results or the

task view).F7 Change mode Switches between the task and customer modes.F8 Mark as handled Changes the status of the selected task to Handled when

you are in a task list or in the task view.


USER GUIDE3.3. CREATING TASKS AND MODIFYING TASK INFORMATION

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3.3. CREATING TASKS AND MODIFYING TASK INFORMATION

You can create tasks manually and the application may be configured to create tasks automatically on certain occasions. In both cases you can modify task information as described in the section 3.3.1. Creating tasks manually and modifying task information (page 54).


3.3.1. Creating tasks manually and modifying task information (page 54)3.3.2. Using recurrence functions (page 64)3.3.3. Creating tasks manually by copying (page 67)3.3.4. Creating tasks automatically from e-mails (OPTION) (page 67)3.3.5. Creating tasks automatically from phone calls (OPTION) (page 68)3.3.6. Creating tasks automatically from faxes (OPTION) (page 70)3.3.7. Creating tasks automatically from outbound call campaigns (OPTION) (page 70)

F9 Notifications and reminders

Opens the Notifications and reminders dialog window when you are in the task view.

F10 Pick Transfers the selected task to your personal task list when you are in the common task list or in a search result list.

F11 Pick and open Transfers the selected task to your personal task list and opens it in the viewing mode when you are in the common task list or in a search result list.

F12 Send remote task Opens the dialog window for sending remote tasks when you are in the task view.

Enter Open Opens the selected item for viewing or editing. The function applies to most of the lists in the application.

Esc Return Returns to the viewing mode when you are in the editing mode in the task view, and to the task list when you are in the viewing or previewing mode in the task view.

Delete Delete Changes the status of the selected task to Deleted (and removes it from the list) when you are in a task list and or in the task view.

CTRL+Enter Open task for editing

Opens the selected task in the editing mode when you are in the personal task list.

CTRL+E Exit Closes the application and logs you out.CTRL+N Create new task Opens the task view for creating a new task.CTRL+O Open task Opens a dialog window which is used for opening a task

by using its ID.CTRL+S Save task Saves the changes and returns you to the viewing mode.


USER GUIDE3.3.1. CREATING TASKS MANUALLY AND MODIFYING TASK INFORMATION

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3.3.1. CREATING TASKS MANUALLY AND MODIFYING TASK INFORMATION

NOTE: See the section 2.3.1.3. Task view (page 10) before starting this procedure. This view is dynamic, its contents depend on the mode, settings and system configuration. Contact the supplier or administrator for further information about the system configuration in your company.

This procedure is very company-specific, and some issues described in this section may not be relevant in your case. Follow the company-wide instructions for creating and modifying tasks, and use only the functions that conform to the task life cycle in your company.


3.3.1.1. Creating new task or selecting existing task (page 54)3.3.1.2. Defining basic information (page 55)3.3.1.3. Linking, modifying and creating customers (page 56)3.3.1.4. Using infocards (page 60)3.3.1.6. Adding attachments (page 62)3.3.1.5. Modifying product information (page 61)3.3.1.7. Completing procedure (page 63)3.3.1.8. Viewing statistics (page 63)

3.3.1.1. CREATING NEW TASK OR SELECTING EXISTING TASK

Start in one of the following ways:

If you do not want to link the new task to another task or any customers => Enter the personal or common task list and select the menu function Edit > Create new task... (or use the corresponding button, shortcut key, or function in the pop-up menu).If you want to link the new task to another task => Select the task, enter the task view, and select the menu function Edit > Create new task... (or use the corresponding shortcut key or function in the pop-up menu).If you want link the new task to a customer (company, contact or person) => Enter the customer mode, select an item, and click the Create new task... button (or use the corresponding shortcut key or function in the pop-up menu).If you want to modify an existing task => Select the task from a task list and click an appropriate button (or use the corresponding shortcut key or function in the pop-up menu):

The personal task list in the task mode => HandleThe common task list in the task mode => Pick and openThe search results in the task mode => Handle, Pick and open, or Restore and openThe task view in the task mode => EditThe customer-specific task list in the customer mode (the Tasks tab for a company, contact or person) => Open or Restore and open


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3.3.1.2. DEFINING BASIC INFORMATION

Select the Info tab and enter the appropriate basic information:

Task name/Current status/Priority/Type/ProjectAdministrators define the available values in the CPM Administrator application.When you select the task name, the application changes the contents of other drop-down menus accordingly.The priority information is related to the importance indicator icon which may be displayed in the personal and common task lists. See the sections 3.2.3. Using task list views (page 33) and 3.2.2.2. Configuring task list settings (page 27).

User group/Responsible => Select the (actual or virtual) user group first, and then the responsible from among its members (either an actual user or a virtual user group user). If you do not select a responsible, the application transfers the task to the common task list. See the section 3.2.7. Using virtual user groups related to common task list (page 45).Channel/Channel address/1st A number/1st B number => The application transfers the values automatically into the fields.Subject => Descriptive free-form information about the task. The subject is used as the e-mail title when you send a task-related e-mail. See the section 3.5. Creating e-mail messages (page 80).Start date/Deadline => The period of time when the task should be handled. Enter the values into the fields or use the pop-up calendar for selecting the dates.Remarks / internal solution => Additional free-form information about the task. Enter the text into the field or click the button next to the field to enter the text in a larger editing window.

Administrators define whether the field is in use.When you have saved the task, the field is displayed when you select the Show -> internal solution or Show -> 1 + 2 option from the drop-down menu at the bottom of the user interface.

Description/Solution => Descriptive free-form information about the task. Enter the text into the fields or click the button next to the fields to enter the text in a larger editing window.


USER GUIDE3.3.1.3. LINKING, MODIFYING AND CREATING CUSTOMERS

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3.3.1.3. LINKING, MODIFYING AND CREATING CUSTOMERS

If customer information is in use, you can link customers (companies, contacts or persons) to the task, modify existing customers, or create new customers. Select the Customer tab and continue in one of the following ways.

Linking customers

NOTE: If you entered the task view from the customer mode, the selected customer is displayed as a linked customer in this tab.

If you want to view the customer information, select a linked customer from the list and the detailed information about the customer appears. The detailed customer information may include blue hyperlinks for opening WWW pages, making phone calls, sending e-mail, or entering the customer view.

If you want to link customers to the task, click the Link customers... button, and use the functions in the Customer search dialog window for searching customers and linking them to the current task. Click the Close button to close the dialog window.



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See the section 3.2.4. Using search functions (page 35) for information about using wildcards and other search functions.You can select and link multiple search results by holding down the Ctrl key on your keyboard and clicking the Link selected customer information to task button.



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Modifying existing customers

Click the Edit contact/company information button and enter the appropriate information in the Edit customer dialog window. Click the Save button to close the dialog window.

Creating new customers

Click the Create new customer... button (the plus sign). Enter the appropriate information in the Create customer dialog window as described in the section 3.7.1. Creating companies, contacts and persons (page 95). Click the Save button to close the dialog window. Note the following:

The application links the new customer to the task automatically.This function is available in the task view (the Customer tab), the customer search view, and the customer view.You can also modify customer information in the customer view as described in the section 3.7.2. Modifying customer information (page 96).



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USER GUIDE3.3.1.4. USING INFOCARDS

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3.3.1.4. USING INFOCARDS

If task-related infocards (activity profiles) are in use, select the Infocards tab and continue in the following way:

1. Select the infocard from the tree structure on the left-hand side. Use the various buttons in the tab for displaying the items that are the most useful for you. When you place the cursor on a button, a tooltip displays its purpose of use.

2. Enter the answers to the questions into the fields on the right-hand side.3. Click the tab-specific Save button.


USER GUIDE3.3.1.5. MODIFYING PRODUCT INFORMATION

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3.3.1.5. MODIFYING PRODUCT INFORMATION

If product information is in use, select the Products tab and continue in the following way:

1. Click the Add new button.2. Select the product group and click the Show products button.3. Select one or more products and click the Add selected button.4. Click the tab-specific Save button.5. If you want to modify the product row values, select the product row by clicking it.6. You can change the row order by changing the default values in the Row fields.

Administrators may have defined a unit price which is displayed in the price field, but you can modify the value. You can also enter the quantity and notes.

7. Click the tab-specific Save button. The application counts the total price for the product by using the values in the fields.


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3.3.1.6. ADDING ATTACHMENTS

If you want to add attachments to the task, select the Attachments tab and continue in the following way:

1. Click the appropriate attachment field and the Browse... button. The standard Microsoft Windows dialog window for selecting files appears.

2. Select the file and click the Open button. The application transfers the file name to the Attachment <no.> field.

3. Enter a free-form description for the attachment.4. When you save the task, the application saves this information simultaneously. See also the

section 3.2.8. Using task attachments (page 46).

If you want to modify attachments or use the attachment templates, see the section 3.2.8. Using task attachments (page 46). See also the sections 3.4. Processing tasks (page 71) and 3.5. Creating e-mail messages (page 80).

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3.3.1.7. COMPLETING PROCEDURE

Complete the procedure in one of the following ways:

Click the Save button. The application enters the viewing mode and allocates the task and case IDs for the task.

The task ID is unique and you cannot modify it, and the case ID is used for linking tasks.If you want to change the task linking or remove links, see the section 3.4.5. Viewing and modifying task linking (page 73).

Click the Send e-mail button. The application saves the task in the same way as described above and opens the e-mail window simultaneously.

You can define whether the application asks you to confirm this action. See the section 3.2.2.3. Configuring e-mail settings (page 30).The function is available only if you are the responsible for the task.

Click the Mark as handled button. The application saves the task in the same way as described above, but changes its status to Handled and closes it simultaneously.

If you are dealing with a recurring task, only the task you are dealing with is closed. Other tasks in the entire series of recurring tasks remain open. See the section 3.3.2. Using recurrence functions (page 64).

3.3.1.8. VIEWING STATISTICS

If you want to view the task statistics, select the Show -> statistics option from the drop-down menu at the bottom of the task view.

The task history list displays the timestamp and the event value.

Event values are internal system statuses and other informative values (such as Viewing, Notification sent, Modified, etc.).


USER GUIDE3.3.2. USING RECURRENCE FUNCTIONS

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The history includes timestamps related to remote tasks. In this case the User column displays the e-mail address of the remote user, and the status value may include the word (remote). See the section 3.4.9. Processing remote tasks (OPTION) (page 77).

There history view has also the following fields:

Time elapsed => The passed calendar time (counted from the starting date).Task time => The total time the task has been handled (counted by using the events) and the number of events in brackets.Call duration/incoming => The duration of the source phone call if the task was created automatically from a phone call.Call duration/outgoing => The duration of phone calls made using a phone application simultaneously when the task has been in the viewing or editing mode.Additional time => Additional task-related time value which is included in the total task time when you save the value.

You can enter several additional times which are displayed as statistical entries.You can delete only the time entries you have created.For example, the additional time values are used in the Reporting software for calculating user-specific reporting data.

The statistics may also include task-related timestamps which are described in the section 3.4.6. Creating additional task timestamps with handling types (page 75).

3.3.2. USING RECURRENCE FUNCTIONS

When you create a new task manually, you can also create multiple copies of it based on a schedule. The original task becomes a recurrence template, and the task copies (the recurring tasks) are automatically linked to it with the case ID. Note the following:



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The recurrence template is indicated in the task lists with a special icon. See the section 2.3.1. Task mode (page 4).Locate the recurring tasks by selecting the recurrence template and checking the tasks linked to it by using the case ID. See the section 3.4.5. Viewing and modifying task linking (page 73).Recurring tasks share the basic task information (such as the task name, subject, description, etc.) with the recurrence template. The starting date and the deadline differ as the recurrence schedule is based on the starting date values for the recurring tasks. You cannot copy customer information, infocard values or attachments from the recursion template to recurring tasks in the current software version.When you have saved the recurrence template task after saving the recurrence schedule, you can view the recurrence information by selecting the recurrence template task, entering the task view, and clicking the Recurrence... button. The schedule is read-only and you cannot modify the information.When you have not saved the recurrence template task after creating the recurrence schedule, you can delete the schedule (and define a new one) by clicking the Recurrence... button and using the Remove button in the Task recurrence dialog window. The button is disabled after you have saved the recurrence template task.You can delete the series of recurring tasks you have created by deleting the recurrence template task. The application does not delete a recurring task if its status is Handled or the responsible is different than in the recurrence template. You can delete individual recurring tasks in the normal way.

Create a recurring task in the following way:

1. Create the task as described in the section 3.3.1. Creating tasks manually and modifying task information (page 54).

2. Click the Recurrence... button. The Task recurrence dialog window appears.


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3. Define the recurrence range (the starting and ending point for the schedule). Note the following:

Use the pop-up calendar for selecting the dates.The maximum number of recurring tasks is 20 (regardless of the selected range). For example, you cannot create a schedule where the task recurs daily for a month.Start => The earliest possible starting date for the first recurring task. By default the field displays the starting date of the recurrence template task. You cannot select a date prior to that.End by/End after => Select either the latest possible starting date for the last recurring task or the maximum number of recurring tasks.

4. Define the recurrence duration (the starting and ending times for the recurring tasks). The values are optional and affect the starting dates and deadlines of the recurring tasks in the following way:

Starting dates => <Start date in schedule + Start time> OR <Start date in schedule + Start time of recurrence template>.Deadlines => <Start date in schedule + End time> OR <Start date by schedule + Deadline in recurrence template> OR <Start date by schedule + 23:59:59>.

5. Define the recurrence pattern (how often the tasks should recur). Note the following:Daily => The task recurs every <n> days. For example, select the value 2 from the drop-down menu to create recurring tasks that have the starting dates every other day.Weekly => The task recurs every <n> weeks on the selected weekdays. For example, select the value 2 from the drop-down menu, and select the Mon and Tue options to create recurring tasks that have the starting dates every other week on Monday and Tuesday.

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Monthly => The task recurs on the day <n> every <n> months. For example, select the value 31 from the Day drop-down menu and the value 2 from the Months drop-down menu to create recurring tasks that recur every second month and have the 31st as the starting dates. If a month has less than 31 days, the last day of the month is used as the starting date.


3.3.3. CREATING TASKS MANUALLY BY COPYING

You can create a new task using the selected task as a template by selecting the Copy task... function from the pop-up menu which appears by right-clicking in the task view. The Task copy dialog window appears.

You can link the new task to the template task or another existing task by using the case ID. You can also select what additional information is copied to the new task. Click the OK button to create the new task and continue by modifying its information.

See the sections 3.3.1. Creating tasks manually and modifying task information (page 54) and 3.4.5. Viewing and modifying task linking (page 73).

3.3.4. CREATING TASKS AUTOMATICALLY FROM E-MAILS (OPTION)

The system may be configured to create tasks automatically from the e-mail channels (queues) in the Communication Desktop (CDT) application. Administrators define the channels and other related settings in the CPM Administrator and System Administrator application. Contact the supplier or administrator for further information about this optional integration and see the following sections:

USER GUIDE3.3.5. CREATING TASKS AUTOMATICALLY FROM PHONE CALLS (OPTION)

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3.2.2.1. Configuring general settings (page 24)3.2.10. Deactivating connection to CDT application (OPTION) (page 51)3.3.5. Creating tasks automatically from phone calls (OPTION) (page 68),3.3.6. Creating tasks automatically from faxes (OPTION) (page 70)3.2.9. Making calls (OPTION) (page 50)

When you send an e-mail related to a task, the application saves the message as a closed task with the task name E-mail and saves some essential e-mail information. The newly created task is linked to the task you have open and to the customer (company, contact or person) related to the e-mail address. Note the following:

These tasks are always created as closed tasks, and therefore you can view them only by using the Linked tasks dialog window or by using the task search functions.When you search for this kind of tasks, select the E-mail value from the Task name drop-down menu.See the sections 3.2.4.2. Searching tasks (page 36), 3.4.5. Viewing and modifying task linking (page 73), and 3.5. Creating e-mail messages (page 80).

3.3.5. CREATING TASKS AUTOMATICALLY FROM PHONE CALLS (OPTION)

The system may be configured to create tasks automatically from the call channels (queues) in the Communication Desktop (CDT) application. Administrators define the channels and other related settings in the CPM Administrator and System Administrator application. Contact the supplier or administrator for further information about this optional integration and see the following sections:

3.2.2.1. Configuring general settings (page 24)3.2.10. Deactivating connection to CDT application (OPTION) (page 51)3.3.4. Creating tasks automatically from e-mails (OPTION) (page 67),3.3.6. Creating tasks automatically from faxes (OPTION) (page 70)3.2.9. Making calls (OPTION) (page 50)

Keep the CDT application open simultaneously with this application to allow the following actions to trigger the task creation:

When offering => A task is created when a call is offered to an agent. This happens even if the call is forwarded in a queue when the original agent is not able to answer the call.When answered => A task is created when an agent answers a call.When hung up => A task is created when the call ends.Manual => This is a special function for advanced use only. Users can define quick dial keys with the ClientCom behaviour value in the Communication Desktop (CDT) application. Such keys are used for creating call-related tasks manually. Administrators may also define the keys on their behalf in the User Administrator application. The step-by-step procedure for defining quick dial keys is described in the Communication Desktop (CDT) User Guide document.Never => Tasks are never created automatically.

Note the following:


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When you receive a call from an appropriately configured call channel, the application creates a new task, saves some essential call information (such as the CEM call GUID, starting and ending timestamps, A and B numbers, etc.), and opens the task in the task view for editing.If the recording function is enabled in the phone application and this application can access the recordings it generates, the recorded files are saved as task attachments when the call ends.

Administrators can define that a task attachment is actually a link to the recorded file.In this case the recorded file is located only in the shared or workstation-specific recording directory, it is not copied to the attachment directory that has been defined for this application.See the System Administrator Guide and Communication Desktop (CDT) User Guide documents for information about recording issues.See the section 3.2.8. Using task attachments (page 46) and the CPM Administration Guide document for information about the attachment handling issues.

The number of files may vary due to consultation calls during an inbound call.This application also tries to find customer information related to the caller by using the phone number of the caller as the search criteria.

If a single matching company, contact or person (in this order) is found, it is automatically linked to the task.The phone number may also match multiple customer items in the database. In this case the dialog window for linking the customer information is displayed when the task has been created and opened. The dialog window lists all matches, and you can select the correct one or skip the linking by clicking the Cancel button. You can select only one customer item from the list.

You can define that the CDT application enters the paperwork status automatically (the auto-paperwork function). See the section 3.2.2.1. Configuring general settings (page 24).


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When you make an outbound call from this application, the application saves the call as a closed task with the task name Call and saves some essential call information. The created task is linked to the customer (company, contact or person) related to the phone number. Note the following:

If you are in the task view when you make the call, the created task is linked to the task you have open.These tasks are always created as closed tasks, and therefore you can view them only by using the Linked tasks dialog window (if the task is linked to an existing task) or by using the task search functions.When you search for this kind of tasks, select the Call value from the Task name drop-down menu.See the sections 3.2.4.2. Searching tasks (page 36), 3.4.5. Viewing and modifying task linking (page 73), and 3.2.9. Making calls (OPTION) (page 50).

3.3.6. CREATING TASKS AUTOMATICALLY FROM FAXES (OPTION)

The system may be configured to create tasks automatically from the e-mail channels (queues) in the Communication Desktop (CDT) application. Inbound faxes can be converted to e-mail messages which are routed to an e-mail channel. The fax contents are included in the tasks as attachments.

Administrators define the channels and other related settings in the CPM Administrator and System Administrator application. Contact the supplier or administrator for further information about this optional integration and see the following sections:

3.2.2.1. Configuring general settings (page 24)3.2.10. Deactivating connection to CDT application (OPTION) (page 51)3.3.4. Creating tasks automatically from e-mails (OPTION) (page 67)3.3.5. Creating tasks automatically from phone calls (OPTION) (page 68),3.2.9. Making calls (OPTION) (page 50)

You can send fax notifications from the application as described in the section 3.6.1. Using e-mail, SMS or fax notifications (page 88).

3.3.7. CREATING TASKS AUTOMATICALLY FROM OUTBOUND CALL CAMPAIGNS (OPTION)

NOTE: Outbound campaigns are described in the CPM Administrator document and the Outbound Desktop OB Desktop) User Guide document. Contact the supplier or administrator for more information.

The system may be configured to create tasks automatically from the predefined call campaigns in the Outbound Desktop (OB Desktop) application and to display these tasks in this application.

The questions and answers in the campaign-related script are displayed as infocards, and you can modify the answers even when the call campaign itself is over.

When an outbound call center agent makes an outbound call from the OB Desktop application, the application saves the call as a closed task with the task name Outbound and saves some essential call


USER GUIDE3.4. PROCESSING TASKS

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information. The tasks are linked to the customer (company, contact or person) related to the phone number. Note the following:

These tasks are always created as closed tasks, and therefore you can view them only by using the Linked tasks dialog window (if the task is linked to an existing task) or by using the task search functions.When you search for this kind of tasks, select the Outbound value from the Task name drop-down menu.See the sections 3.2.4.2. Searching tasks (page 36), 3.4.5. Viewing and modifying task linking (page 73), and 3.3.1.4. Using infocards (page 60).

3.4. PROCESSING TASKS


3.4.1. Allocating tasks (page 71)3.4.2. Forwarding tasks and receiving forwarded tasks (page 71)3.4.3. Picking tasks (page 72)3.4.4. Sharing tasks (page 72)3.4.5. Viewing and modifying task linking (page 73)3.4.6. Creating additional task timestamps with handling types (page 75)3.4.7. Printing out tasks (page 76)3.4.8. Creating appointments to Microsoft Outlook (OPTION) (page 76)3.4.9. Processing remote tasks (OPTION) (page 77)3.4.10. Closing tasks (page 79)3.4.11. Deleting tasks (page 79)

3.4.1. ALLOCATING TASKS

You can allocate a new task directly to another user by selecting this user to be the responsible for the task when you create it. See the section 3.3.1. Creating tasks manually and modifying task information (page 54).

The application may be configured to allocate tasks automatically when it creates tasks automatically from the e-mail channels in the applications.

3.4.2. FORWARDING TASKS AND RECEIVING FORWARDED TASKS

1. Select the task from the personal or common task list.2. Click the Forward task... button. The Forward task dialog window appears.3. If you want to forward the task to the common task list, click the To common button.4. If you want to forward the task to the members of actual or virtual user groups, select the user

group and the user from the drop-down menus. Click the Forward button.5. When a confirmation dialog window appears, click the Yes button.


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When you receive a forwarded task, it appears in your personal task list when the list is updated next time. The task is displayed as a new task (in bold) if you have not performed any action on it (previewing a task is not considered to be an action, since the application does not register previewing events).

You can define that the application informs you about a new task with a pop-up notification and/or an alert sound. The pop-up notification is related to the currently displayed list view (personal or common). See the section 3.2.2.2. Configuring task list settings (page 27).

See also the section 3.2.7. Using virtual user groups related to common task list (page 45).

3.4.3. PICKING TASKS

You can transfer tasks from the common task list to your personal task list. Select a task from the common task list and click the Pick or Pick and open button (or select the corresponding function from the pop-up menu).

3.4.4. SHARING TASKS

1. Select the task from the personal task list.2. Click the Share task with others... button. The Share task with other users dialog window

appears.


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3. Select the user group from the drop-down menu. The application lists the members of the user group underneath the group name.

4. Select users by checking the check boxes at the beginning of their rows or select all users in the group by clicking the Select all button.

5. Click the arrow buttons to transfer the selected users to the following columns:Share to => Users who share the responsibility for the task with you. The task is displayed with a purple icon in their personal task lists.For information => Users who can view the task but not modify it. The task is displayed with a blue icon in their personal task lists. All task information is displayed in italics.

6. If you want to remove all or some of the users from either of the columns, use the check boxes and the Select all and Remove buttons.

7. Click the OK button.

3.4.5. VIEWING AND MODIFYING TASK LINKING

You can view the linked tasks (tasks with the same case ID) by selecting the Linked tasks... function (the chain icon) from the pop-up menu which appears by right-clicking in the task view. The Linked tasks dialog window listing the linked tasks appears.


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Note the following:

If you want to open a linked task in the task view, select it from the list and click the Open button. The application opens the linked task in the previewing or editing mode depending on your user rights and the task status.The closed tasks are also included in the list. If you want to restore a closed task, select it from the list and click the Restore and open button. The application changes the status of the selected task from Handled to Restored and opens it in the editing mode. You are allowed to restore only the tasks you are responsible for, but the members of the -Supervisors- user group can perform this function to other tasks as well.You can forward a linked sent e-mail task if its parent task has the Open status. Select the task from the list and click the Forward e-mail button. The Compose message dialog window appears. See the section 3.5.1. Sending e-mail messages (page 80).If the linked task is an e-mail draft, the application displays it in the Compose message dialog window instead of the task view. In this case the Linked tasks dialog window is closed automatically, since you cannot keep several dialog windows open simultaneously in this application. See the section 3.5.1. Sending e-mail messages (page 80).

You can change the task linking or remove links in the task view by entering a new case ID directly into the Case ID field or clicking the blue Case ID hyperlink. Note the following:

You must be in the editing mode.If you do not want to link the task to another task, use the task ID as the case ID.If you click the hyperlink, the Case ID search dialog window appears. Use the functions in the dialog window for searching another task and for linking it to the current task. Click the OK button to close the dialog window.


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3.4.6. CREATING ADDITIONAL TASK TIMESTAMPS WITH HANDLING TYPES

You can select a handling type by selecting the Set handling type... function (the clock icon) from the pop-up menu which appears by right-clicking in the task view. The Select handling type dialog window appears. Note the following:

You must be in the editing or viewing mode.Handling types are used for entering additional task-related timestamps for reporting purposes, and they are always related to activity profiles. Administrators define profiles and handling types in the CPM Administrator application.Use the timestamps for fine tuning and dividing the handling time into more precise categories. For example, you may inform your colleagues or administrators about the reason for opening the task for handling by using the handling types Reviewing results or Collecting background information.When you select a handling type, a timestamp with its value is included in the task statistics information and a timer appears in the status bar. See the sections 2.4. Status bar (page 19) and 3.3.1. Creating tasks manually and modifying task information (page 54).


USER GUIDE3.4.7. PRINTING OUT TASKS

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You can change the handling type without stopping the timer.The selected handling type applies only for the task you have open in the task view. When you close the task view, the handling type timer is stopped automatically. If you want to stop the timer manually, open the dialog window and click the Stop button.

3.4.7. PRINTING OUT TASKS

You can print out a task summary by selecting the Print... function (the printer icon) from the pop-up menu which appears by right-clicking in the task view. The standard Microsoft Windows dialog window for selecting the printer appears.

The summary displays the following information about the task:

Task name, task ID and case IDSubjectResponsibleChannelStarting dateDeadlineCurrent statusPriorityDescriptionRemarks and internal solutionSolutionLinked customers (only the first 11 companies, contacts and persons are included)

3.4.8. CREATING APPOINTMENTS TO MICROSOFT OUTLOOK (OPTION)

You can create an appointment from the selected task to the Microsoft Outlook calendar by clicking the MS Outlook appointment... button in the task view. A new appointment with some task information appears.

Note the following:


USER GUIDE3.4.9. PROCESSING REMOTE TASKS (OPTION)

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You must be in the viewing mode.You can modify all appointment information.By default the appointment appears with the following information:

Subject => The task subject.Starting time => The starting time of the task.Ending time => The deadline of the task. If the task does not have a deadline, the value is the starting time plus half an hour.Message field => The task ID, the case ID, the task name, the responsible, the current status, the task description (if defined), and the task solution (if defined).

3.4.9. PROCESSING REMOTE TASKS (OPTION)

NOTE: The actual task status is displayed in the task lists. When you send a remote task, it gets the task status In process (remote). When the remote user returns the task, it gets the task status Processed (remote). Do not confuse the task status with the timestamps in the task history (the values related to remote tasks are Processing (remote), Handling, and Handled). See the section 3.3.1.8. Viewing statistics (page 63).

You can send a task to one remote user by e-mail as a link. Remote users use the Communication Task Management (CTM) Backoffice application which offers a limited set of functions for processing tasks. This section describes the whole life cycle of a remote task, and you are assumed to be the normal user sending the task that the remote user receives.

Usually the remote task management application is used if administrators want to restrict access to this actual application and its functions. The tasks are still located in the same database. Contact the supplier or administrator for further information.

Remote tasks are processed in the following way:

1. Select the task from the personal or common task list.2. Enter the task view and the viewing mode.3. Click the Send remote task... button. The Send remote task dialog window appears.


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4. Enter the e-mail address directly into the field or click the To... button and select the address from the address directory. See the section 3.5.2. Using address directory (page 82).

5. Modify the address, subject and importance information if needed.6. Select the Remote user can send e-mail option if the remote user is allowed to notify you

about a processed task by e-mail.7. Click the Send button.

The application changes the task status to In process (remote).Administrators may have defined that you must select a user group. In this case the members of the selected group must have rights to log in to the Communication Task Management (CTM) Backoffice application. Contact the supplier or administrator for further information.The remote user receives the e-mail containing the link to the task.

8. The remote user clicks the link. The task is opened in the Communication Task Management (CTM) Backoffice application.

If the login window appears, the remote user must the username and password.When the remote user opens the task for the first time, the application enters the Processing (remote) timestamp into the task history. The actual task status is still In process (remote).If the remote user cannot process the task after opening it for the first time and closes it temporarily, the application enters the Handled timestamp into the task history. When the user opens the task again, the application enters the Handling timestamp into the task history. The actual task status is still In process (remote).If problems occur, the task status may be Handled or Deleted. The remote user may also click the Handled button too early, and in that case the task is considered to be processed (the actual task status is Processed (remote)).The application displays a warning if the remote user tries to open a task that another user is modifying.

9. The remote user processes the task and modifies the information as described in the section 3.3.1. Creating tasks manually and modifying task information (page 54). Only a limited set of functions is available and administrators define whether some information is displayed and can be modified:

Remarks / internal solution (field) => May be hidden. If displayed, can be modified.Description (field) => Always displayed but cannot be modified.Solution (field) => Always displayed and can be modified.Compose e-mail (dialog window) => May be hidden. If displayed, can be modified. You can use e-mail templates only if a login is required.Customer (tab) => Always displayed but cannot be modified.Infocards (tab) => May be hidden. If a login is required, the infocards are listed according to the user rights. Otherwise they are listed according to the entered answers, and only the infocards with values for the current task are displayed.Products (tab) => May be hidden. You are able to modify existing product information, but you cannot add new or delete existing products.Attachments (tab) => Always displayed but cannot be modified.

10. The remote user clicks the Handled button.


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The application changes the status of the task to Processed (remote).If the sender is in the personal task list view, the application informs the sender about the status change (In process => Processed) with a pop-up notification.The remote user cannot modify the task information anymore, but may be allowed to notify the sender about a processed task by e-mail.When the remote user closes the Communication Task Management (CTM) Backoffice application, the task link in the e-mail becomes invalid.

11. The sender continues processing the task in the normal way.

3.4.10. CLOSING TASKS

NOTE: Depending on the task life cycle in your company you may not need to use this function at all. For example, administrators may define that you must forward tasks instead of closing them. Contact the supplier or administrator for further information.

You can close tasks you are responsible for by changing their status to Handled. Select a task from your personal task list and click the Mark as handled button (or select the corresponding function from the pop-up menu). You can do this to several tasks simultaneously. This function is also available in the task view.

You can recover handled tasks, but you have to use the search functions to locate them as they are no longer displayed in the task lists. See the section 3.2.4.2. Searching tasks (page 36).

3.4.11. DELETING TASKS

CAUTION: You cannot recover deleted tasks even though they may not be deleted permanently from the database. The members of the -Supervisors- user group can select whether they want to remove the task permanently from the database. Contact the administrator or supplier for further information.

You can delete tasks you have created by changing their status to Deleted. Select a task from your personal task list and click the Delete button (or select the corresponding function from the pop-up menu). You can do this to several tasks simultaneously. This function is also available in the task view.

You are allowed to delete only the tasks you are responsible for (your personal task list), but the members of the -Supervisors- user group can perform this function to other tasks as well (the common task list or the personal task lists of other users).

If you are a member of the -Supervisors- user group, a confirmation dialog window appears displaying advanced options.

It is not recommended to use the advanced options unless the task is a virus e-mail which was created from the e-mail channel.Delete tasks permanently => If this option is selected, the selected tasks are deleted permanently from the database.


USER GUIDE3.5. CREATING E-MAIL MESSAGES

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Delete attachments permanently => If this option is selected, the attachments related to the selected tasks are deleted permanently from the server. If the local file handling is in use, the locally stored files are also deleted. See the section 3.2.8. Using task attachments (page 46).

3.5. CREATING E-MAIL MESSAGES


3.5.1. Sending e-mail messages (page 80)3.5.2. Using address directory (page 82)3.5.3. Formatting text (page 84)3.5.4. Using e-mail templates (page 85)3.5.5. Using e-mail signatures (page 85)3.5.6. Enclosing e-mail attachments (page 85)

3.5.1. SENDING E-MAIL MESSAGES

You can send e-mail messages related to tasks you are responsible for. To keep track of sent e-mails, the application creates tasks from the sent messages automatically. You can also forward linked sent e-mail tasks. See the sections 3.3.4. Creating tasks automatically from e-mails (OPTION) (page 67) and 3.4.5. Viewing and modifying task linking (page 73).

Send e-mail messages in the following way:

1. Select the task from the personal or common task list.2. Enter the task view and the viewing mode.3. Click the Send e-mail... button. The Compose message dialog window appears.


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4. Select the sender address from the drop-down menu. Administrators define the available addresses in the CPM Administrator application. By default your personal e-mail address is selected, but you can change the default address. See the section 3.2.2.3. Configuring e-mail settings (page 30).

5. Enter the recipient addresses directly into the fields or click the To..., Bcc... and Cc... buttons and select the addresses from the address directory as described in the section 3.5.2. Using address directory (page 82). Note the following:

Use the semicolon (the ; character) to separate multiple addresses in the fields.You must enter at least one recipient address into the To... or BCC... field.By default the BCC... address field is hidden. You can display it by clicking the BCC button in the toolbar or adding one or more BCC addresses in the address directory.If you are forwarding a linked sent e-mail task, you can click the Forward to all button if you want to copy the recipients from the original e-mail task.If you are replying to a received e-mail task, you can click the Reply to all button if you want to copy the recipients from the original e-mail task.

6. Select the message format from the drop-down menu. The following values are available: Text (the plain text mode) and HTML (supports text formatting functions).

7. If the e-mail has low or high importance, use the importance buttons to indicate that.


USER GUIDE3.5.2. USING ADDRESS DIRECTORY

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8. Enter an appropriate subject. By default the application transfers the subject of the related task to the field.

9. Enter the message text. See the following sections:3.2.2.3. Configuring e-mail settings (page 30)3.5.3. Formatting text (page 84)3.5.4. Using e-mail templates (page 85)3.5.5. Using e-mail signatures (page 85)

10. Enclose the optional attachments. See the section 3.5.6. Enclosing e-mail attachments (page 85).

11. Continue in one of the following ways:Send => Sends the message and closes the dialog window.Save => Saves the message as a draft to be sent later or updates the changes to an existing draft.

When you save an e-mail draft, the application saves the message as a task. The created task is linked to the task you have open.These tasks are displayed in your personal task list and you can also view them by using the Linked tasks dialog window. See the section 3.4.5. Viewing and modifying task linking (page 73).You cannot save the attachments with an e-mail draft in the current software version.

Print => Prints the message. The standard Microsoft Windows dialog window for selecting the printer appears.Cancel => Discards the message and closes the dialog window.

3.5.2. USING ADDRESS DIRECTORY

You can use the address directory for searching and selecting names, e-mail addresses, phone numbers (for SMS and fax notifications), and distribution lists (segments) to be used as recipients for your messages. It appears by clicking the To ->., CC ->, BCC -> or SMS -> buttons in the Send remote task, Compose message, and Notifications and reminders dialog windows.


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The address directory is a collection of the following address lists:

Task contacts => List of the contacts related to the selected task. The contacts must have an e-mail address (or SMS number) defined and they are grouped by their companies.Task users => List of the responsible users related to the selected task. The users must have an e-mail address (or SMS number) defined and they are grouped by the responsibility type (Shared to and For information).E-mail profile for task => List of the e-mail addresses extracted from a sent or received e-mail. The list is empty unless the related task is created from an e-mail as described in the section 3.3.4. Creating tasks automatically from e-mails (OPTION) (page 67). The addresses are grouped by the address type (From, To, CC, BCC).The address directory may include one or more distribution lists which have a Segment prefix and can contain any number of contacts. They are used for sending messages for a group of recipients.

Use the address directory in the following way:

When you select an address list from the drop-down menu, its members are listed on the left-hand side of the dialog window.Select the recipients from the address list and click the To ->, CC -> and BCC -> buttons to transfer them to the address fields. You can select multiple items by holding down the Ctrl key on your keyboard.Remove the recipients from the address fields by selecting them and pressing the Delete key on your keyboard.When a distribution list is very long, only the first 500 contacts are displayed in alphabetical order.


USER GUIDE3.5.3. FORMATTING TEXT

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When you select a distribution list from the drop-down menu, its members are listed on the left-hand side of the dialog window. Select the whole distribution list as a recipient by selecting the list header item (the name of the distribution list which is displayed first in the list) and then an appropriate button.You can also select individual members of the distribution list as the recipients or exclude some of the members. The easiest way to exclude contacts is to highlight all contacts on the list by double-clicking the list header item and then deselecting the unwanted contacts by clicking on their names before transferring the recipients to the address fields.You can select the preferred notification method for individual contacts in the customer view, and this method applies when you send a notification for a group of recipients (a distribution list with the Segment prefix).

For example, the contacts A, B and C are included in a segment. The preferred notification method for A is fax, and for B and C it is e-mail. When you select the segment as the recipient by using any of the address fields, the notification is sent to A by fax and to B and C by e-mail.See the sections 2.3.2.2. Customer view (page 15) and 3.6.1. Using e-mail, SMS or fax notifications (page 88).

3.5.3. FORMATTING TEXT

You can use text formatting functions and create hyperlinks if you have selected HTML as the message format.

The following functions are available in the formatting toolbar in the Message tab in the Compose message dialog window:

=> Bold => Makes the selected text bold. You can also use the shortcut key Ctrl+B. => Italic => Makes the selected text italic. You can also use the shortcut key Ctrl+I. => Underline => Underlines the selected text. You can also use the shortcut key Ctrl+U. => Indent => Indents the selected paragraphs to the next tab stop. =>Decrease indent => Decreases the indent to the previous tab stop. => Justify left => Aligns the selected paragraphs to the left. => Justify center => Centers the selected paragraphs. => Justify right => Aligns the selected paragraphs to the right. => Create hyperlink... => Opens the dialog window for entering a hyperlink related to

the selected text. => Select font => Opens the dialog window for selecting the font face and size for the

selected text. => Select text colour => Opens the dialog window for selecting the font colour for the

selected text.

You can also enclose images in the e-mail message text. Images are added into the text as references, instead of adding a copy of the image file to the message, you insert a link to the image. Due to this the images should be located on a public web server so that all recipients are able to access them.


USER GUIDE3.5.4. USING E-MAIL TEMPLATES

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For example, add an image to your message text from your company’s WWW site, open the web page in a browser. Right-click the image and select the Copy function from the pop-up menu. Place the cursor in the appropriate location in the Compose message dialog window and click the Paste button (or use the shortcut key Ctrl+V).

3.5.4. USING E-MAIL TEMPLATES

NOTE: You can use e-mail templates with e-mail messages and all types of notifications. Administrators define the available templates in the CPM Administrator application. You can select the default template. See the section 3.2.2.3. Configuring e-mail settings (page 30).

You can use e-mail templates which are predefined messages with a message subject and/or the body text. The templates combine static text with generated task information values (for example, case IDs, starting dates, remarks, solutions, answer values from infocards, etc.).

Select the appropriate template from the drop-down menu in the Compose message or Notifications and reminders dialog window. Some templates may be available only for the tasks generated from certain channels.

3.5.5. USING E-MAIL SIGNATURES

You can create personal signatures as described in the section 3.2.2.4. Managing signatures (page 31). Administrators can create company-wide signatures in the CPM Administrator application. Contact the supplier or administrator for further information.

You can define that a signature is included in the task-related e-mail messages automatically as described in the section 3.2.2.3. Configuring e-mail settings (page 30).

You can also select the appropriate signature manually. Click the Select signature... button in the Compose message dialog window. Select a signature and the application adds it to the selected place in the message text (where you have placed the cursor). If you have not selected the location for the signature, the application adds it to the end of the message text.

3.5.6. ENCLOSING E-MAIL ATTACHMENTS

E-mail attachments can be local files and/or the attachments related to the selected task. The e-mail template may also include predefined attachments which are included into the e-mail message automatically. You cannot save the attachments with an e-mail draft in the current software version. See also the section 3.2.8. Using task attachments (page 46).


USER GUIDE3.5.6. ENCLOSING E-MAIL ATTACHMENTS

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Enclose attachments in the following way:

1. See the section 3.5.1. Sending e-mail messages (page 80).2. Select the Attachments tab in the Compose message dialog window.3. If you want to enclose local files, continue in the following way:

Click the Browse... button. The standard Microsoft Windows dialog window for selecting files appears.Select the file and click the Open button. The application transfers the file name to the Attachment field.Click the Add file to attachment list button. The application adds the file to the attachment list.

The file name is in black text and includes the path.All local files you transfer to the list are sent as attachments with the e-mail message.

If you want to remove an attachment from the list, select the check box next to it and click the Remove button. With local files the check box is used only for this purpose.

4. If you want to enclose the attachments related to the selected task, continue in the following way:

Select the Add task attachments option. The application adds all files to the attachment list.

The file name is in grey text.The options are disabled if the task does not have attachments.

If you want to filter the files, use the all files and other than .htm* files options.If you want to remove all task attachments from the list, deselect the Add task attachments option.If you want to omit an individual task attachment, deselect the check box next to it. The deselected files remain in the list, but they are not sent as attachments with the e-mail message. With task attachments the check box is used only for this purpose.


USER GUIDE3.6. USING NOTIFICATIONS AND REMINDERS

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3.6. USING NOTIFICATIONS AND REMINDERS

You can create notifications (e-mail, SMS or fax) and reminders related to the selected task. The application does not save the notifications which have been sent.

If the task has active reminders or unsent notifications, a task list row may include a reminder icon (a bell). See the sections 2.3.1. Task mode (page 4) and 3.2.2.2. Configuring task list settings (page 27).

Administrators can define that a change in the task status triggers an automatic notification. An automatic notification has a predefined subject and body text, is always related to the activity name (this type of task), and may require a confirmation before it is being sent. Contact the administrator or see the CPM Administrator Guide document for further information about automatic notifications.


3.6.1. Using e-mail, SMS or fax notifications (page 88)3.6.2. Using reminders (page 91)


USER GUIDE3.6.1. USING E-MAIL, SMS OR FAX NOTIFICATIONS

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3.6.1. USING E-MAIL, SMS OR FAX NOTIFICATIONS

NOTE: You can use e-mail templates with e-mail messages and all types of notifications. Administrators define the available templates in the CPM Administrator application. You can select the default template. See the section 3.2.2.3. Configuring e-mail settings (page 30).

NOTE: You must have the serVonic IXI-UMS fax installed to be able to send fax notifications from this application. The installation and configuration issues are described in the Installation Guide and CPM Administrator Guide documents. Contact the supplier or administrator for further information.

You can create notifications (e-mail, SMS or fax) related to the selected task. Notifications can be sent in a single format or multiple formats.

You can also select the preferred notification method for individual contacts as described in the sections See the section 2.3.2.2. Customer view (page 15). and 3.5.2. Using address directory (page 82).

Create notifications in the following way:

1. Select the task from the personal or common task list.2. Enter the task view in any mode.3. Click the Notifications and reminders... button. The Notifications and reminders dialog

window appears.4. Select the Create new or edit existing notification option from the drop-down menu.5. If you want to create a notification, continue in the following way:

Select the Message tab.Enter the sending date into the field or use the pop-up calendar for selecting the date. Select the time from the drop-down menu.

You can also use the radio button for connecting the sending time to the deadline of the task (this requires that the deadline has been defined).If you enter an expired sending time or do not enter any values, the application sends the notification immediately and it is not displayed in the list of existing notifications and reminders.

Define the rest of the information in the same way as when composing a task-related e-mail message as described in the section 3.5.1. Sending e-mail messages (page 80). Note the following:

The text formatting features are not supported.If the length of the body text is over 160 characters for an SMS notification, the message is split into two or more SMS messages.

Administrators define the maximum number of SMS messages that one notification can include (a setting in the CPM Administrator application).For example, if the number is 10, the body text can have 1600 characters (10 x 160) and it is split into ten SMS messages. This means that the recipients receive ten consecutive SMS messages which comprise the notification. All text exceeding the limit is discarded.



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The character counter (next to the SMS... field) displays the ordinal number of the message and the number of remaining characters in that message.The character counter turns red when you have exceed the maximum number of messages.

Select the Attachments tab if you want to enclose attachments to an e-mail or fax notification.

If you want to add attachments to a fax, the fax software must be configured in appropriate way. If there are attachments, the fax has the message body text as the cover sheet and the attachments as the fax contents.Enclose attachments in the same way as you enclose local files in e-mail messages as described in the section 3.5.6. Enclosing e-mail attachments (page 85). See also the section 3.2.8. Using task attachments (page 46).Use the check box at the beginning of an attachment row when you want to remove the attachment.

Click the Create new button. The application does not save the notifications which have been sent.



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6. If you want to create a new notification by using the selected notification as a template, continue in the following way:

Select the Existing tab.Select the notification.Click the Create new button.If the existing notification has attachments, the application asks whether you want to copy them to the new notification.Modify the information.Click the Create new button.


USER GUIDE3.6.2. USING REMINDERS

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7. If you want to view an unsent notification, continue in the following way:Select the Existing tab.Select the notification.Click the Open button. The notification information is displayed in the Message tab and the preview icon (the spectacles) appears next to its subject in the Existing tab.

8. If you want to modify an unsent notification, continue in the following way:Select the Existing tab.Select the notification.Click the Open button. The notification information is displayed in the Message tab and the preview icon (the spectacles) appears next to its subject in the Existing tab.Modify the information.Click the Create new button.Delete the previous notification with out-of-date information.

9. If you want to delete an unsent notification (cancel its sending), continue in the following way:

Select the Existing tab.Select the notification.Click the Delete button.

3.6.2. USING REMINDERS

You can create personal reminders (pop-up windows related to the selected task). Reminders are user-specific, other users cannot see your reminders. The task lists may include a reminder icon (a bell) as described in the section 3.2.3. Using task list views (page 33).

When a reminder is triggered, you can postpone it by opening it for editing, or by using the Snooze button. If you do not want to see the reminder again, click the Dismiss button (or the Dismiss all button if several reminders are triggered simultaneously).

Administrators define the interval for polling the upcoming reminders from the database. They can also define that reminders are not polled from the database (these functions are not in use). Contact the administrator or see the CPM Administrator Guide document.



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Perform the procedure in the following way

1. Select the task from the personal or common task list.2. Enter the task view in any mode.3. Click the Notifications and reminders... button. The Notifications and reminders dialog

window appears.4. Select the Create new or edit existing reminder from the drop-down menu.5. If you want to create a reminder, continue in the following way:

Select the Message tab.If you are dealing with a recurring task, define whether you want the remind yourself about the individual occurrence (the task you are dealing with) or the entire series of recurring tasks. Continue by defining the date and time values accordingly. See the section 3.3.2. Using recurrence functions (page 64).Enter the compulsory due date and time for the subject you want to remind yourself about. By default the value is the deadline of the task. If the task does not have a deadline, the value is the starting date plus one week.Enter the reminding date into the field or use the pop-up calendar for selecting the date. Select the time from the drop-down menu. You can also use the radio button for connecting the reminding time to the deadline of the task.Enter an appropriate subject. By default the application transfers the subject of the related task to the field.Click the Create new button.



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6. If you want to modify a reminder, continue in the following way:


USER GUIDE3.7. MANAGING CUSTOMER INFORMATION

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Select the Existing tab.Select the reminder.Click the Open button. The reminder information is displayed in the Message tab and the preview icon (the spectacles) appears next to its subject in the Existing tab.Modify the information.Click the Save button.

7. If you want to delete a reminder, continue in the following way:Select the Existing tab.Select the reminder.Click the Delete button.

3.7. MANAGING CUSTOMER INFORMATION

CAUTION: It is important to understand the difference between (internal) user information and (external) customer information. Use the same application for creating each kind of information and for modifying it. Otherwise the data may not be synchronized and updated correctly.

Although this application is mainly used for managing tasks (activities), you can create and manage customer information in this application as well.

For example, you can modify the task-related customer data and enhance the task information with customer information. You can also create new customers in the task, customer search and customer views. The application can be used for creating personal segments, and you may be allowed to add items to the company-wide segments. Various functions and issues related to the customer information are described in the following sections:

2.3.2. Customer mode (page 13)3.1. Understanding basic management issues (page 21)3.2.4.3. Searching customers (page 41)3.3.1.3. Linking, modifying and creating customers (page 56)


3.7.1. Creating companies, contacts and persons (page 95)3.7.2. Modifying customer information (page 96)3.7.3. Creating personal segments (page 98)3.7.4. Adding companies, contacts and persons to segments (page 99)3.7.5. Removing companies, contacts and persons from segments (page 100)

Administrators may also have defined that the customer data is maintained mainly in the CPM Administrator application. Contact the supplier or administrator for further information about the system configuration in your company.


USER GUIDE3.7.1. CREATING COMPANIES, CONTACTS AND PERSONS

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3.7.1. CREATING COMPANIES, CONTACTS AND PERSONS

NOTE: See the section 2.3.2. Customer mode (page 13) before starting this procedure.

This function is available in the task view (the Customer tab), the customer search view, and the customer view.

1. If you are creating a contact, perform the search as described in the section 3.2.4.3. Searching customers (page 41) and select the appropriate company.

2. Click the Create new customer... button. The Create customer dialog window appears.

3. Select the type (company, contact or person).4. Select a common or personal segment.5. Enter the customer information.6. Click the Save button. The data is saved into the database and the items are linked in the

selected way.


USER GUIDE3.7.2. MODIFYING CUSTOMER INFORMATION

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3.7.2. MODIFYING CUSTOMER INFORMATION


NOTE: You can also modify customer information in the task view (the Customer tab) as described in the section 3.3.1. Creating tasks manually and modifying task information (page 54).

1. Perform the search as described in the section 3.2.4.3. Searching customers (page 41).2. Select an item and click the Open button. The customer view appears.

You can modify all other customer information except for the IDs or responsibility information. You are allowed to delete only the companies, contacts and persons that you have created.If the selected item is a company, all its contacts are listed underneath the company information.If the selected item is a contact, all other contacts in the same company are listed underneath the contact information.If the selected item is a person and exists also as a contact, all contacts in the companies linked to the contact are listed underneath the person information.You can also select the preferred notification method for individual contacts. See the sections 3.5.2. Using address directory (page 82) and 3.6.1. Using e-mail, SMS or fax notifications (page 88).


USER GUIDE3.7.2. MODIFYING CUSTOMER INFORMATION

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3. Modify and save the information.The buttons in the bottom row (Create new task, Delete, Save, Save and close, Cancel, and Close) affect the actual displayed item. The buttons in the upper row (Open, Create new customer, and Delete) affect the item you have selected from the list. See the section 2.3.2.2. Customer view (page 15).The detailed customer information may include a button for opening a WWW page or a blue hyperlink which takes you to the company information.You may also be able to make phone calls from this application. See the section 3.2.9. Making calls (OPTION) (page 50).The Create new task button opens the task view for creating a new task. By default the new task is linked to the selected customer (company, contact or person), but you can remove the link in the Customer tab in the task view. See the section 3.3.1. Creating tasks manually and modifying task information (page 54).


USER GUIDE3.7.3. CREATING PERSONAL SEGMENTS

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3.7.3. CREATING PERSONAL SEGMENTS


NOTE: You cannot search a segment and save its contents as a new segment.

1. Start in either of the following ways:If you want to create a personal segment from search results, perform the search as described in the section 3.2.4.3. Searching customers (page 41).If you want to create an empty segment, perform a search without a search criteria.

2. Click the Save search results as segment button. The Save search results as segment dialog window appears.


USER GUIDE3.7.4. ADDING COMPANIES, CONTACTS AND PERSONS TO SEGMENTS

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3. Enter a name for the segment and click the Save button.4. Perform a search by using the segment name and check its contents.

3.7.4. ADDING COMPANIES, CONTACTS AND PERSONS TO SEGMENTS


1. Perform the search as described in the section 3.2.4.3. Searching customers (page 41).2. Select an item and click the Add to segment button. The Save search results as segment dialog

window appears.


USER GUIDE3.7.5. REMOVING COMPANIES, CONTACTS AND PERSONS FROM SEGMENTS

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3. Select a segment and click the Add button.4. Perform a search by using the segment name and check its contents.

3.7.5. REMOVING COMPANIES, CONTACTS AND PERSONS FROM SEGMENTS


1. Perform the search as described in the section 3.2.4.3. Searching customers (page 41).2. Select an item and click the Remove from segments button. The Remove from segment dialog

window appears.



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3. Select one or more segments and click the Remove button.4. Perform a search by using the segment name and check its contents.



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USER GUIDE4. GLOSSARY

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4. GLOSSARYABBREVIATION (TERM) DESCRIPTION OR SYNONYM3G (third generation) A level of development related to wireless technologies. The

preceding levels were 1G (included analog standards such as FDMA and NMT), 2G (included digital standards such as CDMA and GSM), and 2.5G (included the packet-based GPRS standard). The 3G standards include UMTS (based on GSM) and WCDMA (based on CDMA).

A number The number where the call or message comes from (the caller’s number or the source number).

Absence A status in the PRS system when a user is away or not available and cannot be reached.

ADS (Active Director Synchronizer) A service that transfers user accounts from Active Directory to the CEM database.

Agent A user who handles queue calls and interacts with customers. Usually related to contact centers.

APO (Access Point) One of the databases in the Reporting system, works as an access point for operative SQL databases and controls the DTE job.

ASP (application service provider) An enterprise that provides other enterprises or individuals remote access to application programs and services over the Internet.

Attended transfer A call is transferred to another number only after the person it is transferred to answers the phone. The call is put on hold automatically, and you can release it and continue if the other party does not answer. Compare to the blind transfer method.

Auto-allocation mode The call queue mode where you automatically get the next inbound call from the queues in which you are currently serving as an agent. The call is offered to one agent at a time. Compare to the hunt group mode.

Availability information Indicates whether a user is absent or present. Related to PRS profiles.

B number The target of the call or message (the destination number).Blind transfer A call is transferred to another number without you knowing

whether the other party answers or not. Compare to the attended transfer method.

Bridge (H.323 or SIP) A core module for connecting the registered terminal devices and the gateways to the CD core module.

C number The target of the call which is forwarded from the B number.Campaign Defines the contents of the outbound call set (such as the

customers, scripts and special rules) in the Outbound Desktop application.

CD (Call Dispatcher) The core module for low-level call handling.CDT (Communication Desktop) An end user application for enterprise telephony systems and

contact center operations.



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CEM (Contact Event Manager) The core module for top-level call handling.CEM database The system database for call handling.Chat, chatting Real-time communication between users using computing devices.Chat Server, Chat Portal Server Server components that must be installed in the system if the chat

channel is used.ClientCom The communication interface between the client-level

applications.CMC (Communication Mobile Client) An end user application for mobile phone users.Codec (coder/decoder) A module which combines analog-to-digital and digital-to-analog

conversion.Company An external customer or an internal employer in the CPM

database. Contacts are always linked to one or more companies.Connection Server (CoS) A mandatory server component that carries out communication to

the end-user interfaces CDT and CMC via a TLS-secured connection.

Contact An external customer or an internal employee in the CPM database. When internal user accounts are transferred from the CEM database to the CPM database, they are interpreted as contacts. Contacts are always linked to one or more companies.

CPM (Contact Process Manager) database

The system database for managing customer information and activities (such as tasks).

CPM Administrator An administration application related to the CPM database and predefined outbound call campaigns.

CT Outlook (Communication Toolbar for MS Outlook)

An extension application which makes it possible to use some telephony and availability functions in the MS Office Outlook application.

CTM (Communication Task Management) An end user application related to task management. It is also used for creating and maintaining customer data and personal segments.

Customer In the CPM database: an external company or contact. In the ASP system model: a separate subsystem.

Customizer, customizing file A text file in the CEM server which contains dedicated customer-specific values.

Data Collector A server component that collects reporting and monitoring data. Required if Reporting or Online Monitoring applications are used.

DB, db (database) A collection of information which is organized by using predefined rules.

Dialer A module that controls the outbound call sequence, timing and agent assignment in the Outbound Desktop application.

Directory Either a CEM directory defined in the System Administrator application, or a segment which is displayed as a contact directory in the Communication Desktop (CDT) application.

ABBREVIATION (TERM) DESCRIPTION OR SYNONYM



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DSArea (Data Staging Area) One of the databases in the DTE. Related to the Reporting application.

DTE (Data Transformation Engineer) A tool that runs the transformation process in the Reporting application.

DTMF (dual tone multi-frequency) The signals you generate by pressing the keypad of a traditional phone.

DW (Data warehouse) Information organised in datamarts for effective on-line search. Related to the Reporting application.

E-mail channel The queue type which is used for receiving and handling e-mail messages.

External agent A user who is logged into the software from an external number (mobile or fixed). External agents serve in queues remotely.

ETC (External Terminal Controller) A core module that translates the protocol used with desk phones into a protocol used with softphones. This enables that certain CDT functions such as PRS can be used with the desk phones as well.

FBR (Federation Bridge) A core module for interconnecting several BCM systems. Used in ASP systems.

GK (gatekeeper) (H.323 or SIP) A core module for registering the terminal devices to the CD core module.

GUI (graphical user interface) The graphical interface for human-computer interaction (HCI). GUIs make it easier to use the software applications compared to command-based interfaces.

GW (gateway) (H.323 or SIP) An external module for connecting the system to an external network (usually to the PSTN network).

H.323, H323 A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

HA (high availability) A system or module which is operational also when uncontrolled interruptions occur.

HAC (High-Availability Controller) An infrastructure application that ensures one of the redundant virtual unit instances is running all the time.

History Database Database for saving data for Reporting and Online Monitoring applications. It is installed automatically when the CEM Database or Reporting Database is installed.

Hunt group mode The call queue mode where you can pick an inbound call from the queues in which you are currently serving at as an agent. The call is offered simultaneously to all agents who are logged into the queue. Compare to auto-allocation mode.

IA (Infrastructure Administrator) An administration application for creating the system model, and starting and stopping all components of the system.

IAP (Internet Access Point) The connection server through which the CMC application connects to the internet.




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IIS (Internet Information Server) A Microsoft server product which is used for various web-related tasks, such as managing services and sharing information.

IM (instant message) A short messages sent and delivered using the Communication Desktop (CDT) application internally in a BCM system.

Inbound Incoming (contact events).Internal Web Services (IWS) A core server component required for the communication process. IP (Internet Protocol) The method and technology for sending data between computers

on the Internet.IP phone A telephone based on IP technology.IVR (Interactive Voice Response) A system which supports interaction between the caller and the

system. For example, the caller may hear a prerecorded prompt which instructs them to enter data with the phone keypad.

LAN (local area network) A group of computing devices which are used over a shared data line within a limited geographical area.

MCTABUFF The core module required for ClientCom integrations and the task management integration. This ActiveX component is installed on a client workstation.

Mobile phone A cellular telephone.MRS (Media Routing Server) The core module for playing prompt files. It also converts the RTP

stream into a WAV file when a caller leaves a voicemail message.MSI The file format for Microsoft Windows Installer packages.MTD (Multiterminal Desktop) Functions for defining multiple terminal devices for receiving

inbound calls, and for selecting which one of the devices is used when making outbound calls. Used in the Communication Desktop (CDT) application.

NAT (Network Address Translation) An IP address used in one network (the inside network) is translated to a different IP address known in another network (the outside network). Often involves address mapping and firewall configuration to improve security.

OB Desktop (Outbound Desktop) An end user application related to predefined outbound call campaigns.

OLAP On-line analytical processing. Related to the Reporting application.

OPER_DIR The default queue for passing personal inbound calls within the BCM system

Outbound Outgoing (contact events).PBX (private branch exchange) A traditional corporate telephone system which usually includes

switchboard hardware.PDC (Predictive Dialing Controller) A CEM module which runs the outbound campaigns. Used in the

Outbound Desktop application.Person An external individual in the CPM database. Persons are not

connected to companies and are usually private persons.




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POP (point-of-presence) An internet access point which has a unique IP address and provides access to the rest of the Internet.

Presence A status in the PRS system when a user is free and can be reached.Prompt An audio message file in the WAV format.PRS (Personal Reachability Services) Functions related to the availability information. The selected PRS

profile tells other users if you are available or not. Used in the Communication Desktop (CDT) application and Communication Mobile Client (CMC) application.

PRS profile An absence, presence or conference profile which defines how inbound calls are handled when an appropriate profile is selected.

PSTN (public switched telephone network)

The collection of interconnected public telephone networks and systems.

Queue routing The rules for offering calls to the agents who are serving in the queues in the auto-allocation mode.

R number The term used for the original external source number (the A number) in the following special case: the system is configured to display the original number even if the call has been forwarded within the system before it is finally forwarded to another external number. Normally the system displays the personal extension number or the queue number as the source number.

Reporting An application using data warehouse technology for effective reporting.

Reporting Database Database for saving data for Reporting application.RTP (Real-time Transport Protocol) A standard protocol for audio, video, data, internet phone, and

VoIP transmissions.SBR (skill-based routing) A queue routing method in the software. The software offers calls

to the agents who are most suited to take the call.Segment A target group which is created in the CPM database and displayed

as a directory in the CDT or CMC application. It contains persons, contacts, and companies. Segments may be company-wide (created in the CPM Administrator application) or personal (created in the CDT or CTM application).

SIP (Session Initiation Protocol) A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

SMS (short message service) The method for delivering short messages to mobile phones.SOAP (Simple Object Access Protocol) The method which allows an exchange of data between

applications running on different platforms.SQL (Structured Query Language) A programming language used for database queries and updates.

May also refer to a database server or program.SRTP (Secure RTP) Configuration that uses encryption in the RTP signaling.




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SSR (Server-side Recording) Configuration where the recorded files are saved on the server, instead of the client workstation. Enables that recording can be used for desk phones as well.

Superior-assistant A role related to special queue functions.Switchboard Traditionally hardware (a telephone routing table) for routing and

connecting calls to other users.System Administrator An administration application related to the system data and

configuration.TAPI (Telephony Application Programming Interface)

A programming interface which allows you to make telephone and video calls using computers.

TCP/IP (Transmission Control Protocol/Internet Protocol)

A method and language for sending data between computers on the Internet.

Terminal The core module required for the phone functions in the Communication Desktop (CDT) application. This ActiveX component is installed on a client workstation.

User Administrator An administration application where user accounts and their rights are created and maintained.

UTC (Coordinated Universal Time) The standard time system used in the software. Times in different time zones are calculated in relation to the UTC time.



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