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
- Select the calls you want to forward on the Call Search window or the Calls Outstanding window.
- Use the Ctrl and/or Shift keys to select multiple calls.
- Click . The Bulk Forward Calls window appears.
- Complete the details.
- Click OK to save the details and close the window.
Select the appropriate radio button to choose where you want to send the 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|
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|