Configuring Tasks

A task is required in order to start an action. The task is allocated to an automatic action or one or more manual actions.

CRM.phone supports 3 default actions:
  • Load company/person
  • Add activity
  • Company/person searchThe "Load company/person" and "Add activity" actions use the caller ID.
    Note: Actions are not available in Aurea.CRM web. Instead you can use four default processes (PhoneNoHits, PhoneExpandRecord, PhoneNewAppointment, PhoneMultipleHits), see Special Aurea.CRM web options.
To define a task:
  1. Open the Rights module.
  2. Select Extras > CRM.phone task from the menu. The CRM.phone Task dialog box opens.
  3. You can determine which actions are carried out for a variety of scenarios in the corresponding tabs:
    • No hits: Use this tab to determine which action is triggered if Aurea.CRM finds no matching record.
    • Single exact hit: Use this tab to determine which action is carried out if an exact hit is found in the Aurea.CRM database.
    • Other hits: Use this tab to determine which action is triggered if several records are found in the Aurea.CRM database.

      How similar numbers are handled depends on whether the Support similar single hits option is enabled in the telephone profile:

    • If Support similar single hits is enabled, the actions defined on the Single exact hit tab are executed if a single similar number if found.
    • If Support similar single hits is disabled, the actions defined on the Other hits tab are executed if a single similar number if found.
  4. Enter a description of the task in the Task information field.
  5. You can assign automatic and manual actions to the task in all three tabs.

    Automatic actions carry out the associated workflow directly. The user needs to select a manual action from the CRM.phone Action dialog box.

  6. Define the settings for Aurea.CRM web, see Menu Actions instead of Actions in Tasks.
  7. Save the task.
    Note: The New Activity action is not available in the Company info area.