Adding follow-up activities to inbound calls

Add a follow-up activity to an inbound call to specify the action that should be taken next for the contact, following the call.

Before starting this task, ensure that you have started an inbound call, are in the Inbound Call workspace, and have configured your call scripts.

To add a follow-up activity to an inbound call:

1. In the Journal tab for the caller's contact information, select the inbound call in the Activities subtab.
2. In the Follow-Ups tab in the Inbound Call zone, click the Add button , and select the type of activity you want to add.
   Depending on the type of activity you selected, one of the following dialogs opens:
   • Add Schedule Item
   • Add Task
   • Add Document
3. Enter the information for the follow-up in the corresponding tabs and fields.
4. Click OK .
   The dialog closes.

The follow-up activity appears in the contact's Activities Journal. Follow-up activities that are schedule items also appear in the contact's Calendar Journal. The available types of follow-up activities for inbound calls are configured by your administrator.