Configure a reason for a contact to call so you can specify a call script to be automatically triggered in an integrated telephony system. A reason can only be associated with a single call script.

To configure a call reason:

1. Navigate to the Customize workspace.
2. In the Call Management tab, in the Contact Center Reasons subtab, click the Add button .
   The Add Call Reason dialog opens.
3. In the Locale field, select the language you want to display the call reason in. For example, select en for English or fr for French.
4. In the Name field, enter the reason you want to associate with a call script.
5. In the Call Script Template field, click the Select button.
   The Select Call Script Template dialog opens.
6. Select the desired call script and click OK.
   The Select Call Script Template dialog closes.
7. Click OK. The Add Call Reason dialog closes.

The reason is associated with the selected call script.

Modifying call reasons

Modify a call reason to change the locale, name, or related call script.

To modify a call reason:

1. Navigate to the Customize workspace.
2. In the Call Management tab, in the Contact Center Reasons subtab, select your desired call reason.
   The reason's details appear in the Details area.
3. Click the Edit button .
   The Edit Reason dialog opens.
4. Make your changes in the corresponding fields.
5. Click OK.
   The Edit Reason dialog closes.

The details of your select call reason are modified.

Deleting call reasons

Delete a call reason that you no longer need.

To delete a call reason:

1. Navigate to the Customize workspace.
2. In the Call Management tab, in the Contact Center Reasons subtab, click the Action button for the call reason you want to delete.
   
3. Select Delete.
   A confirmation dialog opens, asking you to confirm that you want to delete the call reason.
4. Click Delete.

The call reason is deleted.