Forwarding Multiple Calls

Rather than having to forward calls to an analyst or group one at a time, ASM Core provides the option of forwarding multiple calls simultaneously.

You must have the Bulk Forward Calls option selected in the Options tab of your IPK Management security role.

  1. Select the calls you want to forward on the Call Search window or the Calls Outstanding window.
  2. Use the Ctrl and/or Shift keys to select multiple calls.
  3. Click . The Bulk Forward Calls window appears.
  4. Complete the details.

    5. Forward To

    Select the appropriate radio button to choose where you want to send the calls.

    Analysts

    displays all the support analysts in your system. If an analyst belongs to more than one group, the groups to which the analyst belongs are displayed below the analyst’s name. Click the + next to the analyst’s name to view the groups to which the analyst belongs. In this view, you can select either the analyst to whom you want to forward the call.

    If a group is selected in this view, the call will be forwarded to the analyst and not the group. However, the call will be assigned to the selected group.
    Groups displays all the IPK groups to which you have access and which are linked to the partitions to which you have access
    Analysts by Groups

    displays all the analysts categorized by the group to which they belong. An analyst who belongs to more than one group will be displayed in every group to which they belong. To view a list of analysts in a group, click + next to the group name. In this view, you can select either an analyst or a group to forward to the call.

    Forwarding to empty groups (groups with no analysts assigned to it) is permitted as empty groups are sometimes used as a way to control workflow. Analysts with access to all calls in their roles would be able to action on these calls.

    Select the name of the analyst or group to whom you want to forward the calls. Note that double-clicking the name of the group or analyst immediately forwards the calls.

    Description Type a description of the calls you are forwarding
    Call Status Select the status that reflects the current state of the calls.
    Self Service Portal Select this checkbox to allow users accessing Self Service Portal to view these calls, requests, or tasks
    Email

    Sends an email to the analyst or group to whom you are forwarding the call

    If you are forwarding the call to an MMA analyst (or group whose members are MMA analysts), an email will be sent, regardless of whether or not you select the Send Email option on the Forward Internally window.
    Internal Message Sends an internal message to all relevant analysts logged on to the system
    Pager Sends a pager message to the analyst or group to whom you are forwarding the call

  5. Click OK to save the details and close the window.