When can I create an ad-hoc task?

Ad-hoc tasks are one of the things that makes Callmedia Enterprise different from other contact centre systems. Effectively, they allow you to count (and measure time spent on) activities not managed directly by the contact centre: replying to letters, making calls directly from your extension, answering people who called your DDI, or practically anything else.

The system automatically creates an ad-hoc task for you when you answer an external call, or if you make a call from your handset (unless you disable it). But there are some wrinkles you need to be aware of:

1) You can make Ad Hoc tasks from the following states:

• WAITING (inbound)
  
• NOT AVAILABLE (any reason)
  
• WRAPUP 
  

For WRAPUP, default Enterprise settings will cause a manual outbound call to be classified as ‘Ad Hoc rejected’; the user remains in WRAPUP. For users in WAITING or NOT AVAILABLE, a new task will be created. For all cases the manual calls will be reported on, but for rejected tasks, the task time is null.

2) Enterprise can be configured to ‘Make Follow On task’ should a call be made whilst in WRAPUP. In this case, the WRAPUP state will be ended and the previous call completed with no result code. A new task will be made.

3) Whilst in Blended Outbound mode (Preview, Progressive or Predictive outbound dialling), Ad Hoc tasks should not be initiated, and indeed will always result in a rejected Ad Hoc task.

4) Ad Hoc tasks cannot be made from the following states:
a. ALERTING (the agent’s phone is ringing)
b. BUSY (talking)