Triggering Actions

To trigger an action, you need to define a condition.

The condition is assigned to a task that in turn can be assigned to an automatic action or one or more manual actions. For further details, see Defining Conditions and Configuring Tasks.

The telephony software sends call information to CRM.phone. If the data in the call information corresponds to a condition defined in CRM.phone, the data is passed to the CRM.phone task. This task searches the Aurea.CRM database for information in the Company and Person info areas. Depending on the number of results, an automatic action can be triggered or the CRM.phone Action dialog box can be displayed, allowing the user to select a manual option. For further details, see Configuring Tasks.

The following diagram outlines the process of triggering actions: