The dates for the scheduling period that are displayed in

the Work on a Campaign window are shown in your system time regardless of the time zone of the campaign. For example, if a scheduling period starts at 12:00 a.m. Eastern time on Monday, March 8, 1999, and your system is set to Pacific time, the starting date of the scheduling period is displayed as 3/7/99. This applies only to the Work on a Campaign window.

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To delete a scheduling period:

Step Action

1 Click the scheduling period in the Work on a Campaign window.

2 Click Delete, and then click Yes to confirm the deletion. The scheduling period is deleted.

—End—

Opening a Scheduling Period

To open an existing scheduling period:

Step Action

1 Click the scheduling period in the Work on a Campaign window.

2 Click OK.

Note: If Open is unavailable (appears dimmed), you might

not have access rights to the scheduling period. See your administrator for access privileges.

—End—

The Operations Module

The Operations module is displayed when you open a campaign or click the Operations icon. Information entered in this module applies to the open campaign and its schedules for the selected scheduling period. (This information can later be copied for use in another scheduling period.)

The Operations view data is usual uniform across each week in the scheduling period. So we provide editing from two zoom levels: Week and Period. The Week and Period views look identical, but save data on the dates based on the zoom level. If you use the Period zoom level, you edit the Operations view data, and the individual entries are applied to each week in the scheduling period. If you use the Week zoom level to edit the Operations view data, the entries only apply to the current week being viewed. The entry box is blue in the period zoom mode if the values are different for different weeks.

In the created scenario shown in the previous graphic, the company closed for a day and a half, Monday, and half the day Tuesday, for maintenance, so

158 Campaign Mode Modules and Tasks

The Campaign Information Group

Enter descriptive information about the campaign under this group:

• Campaign, Range, and Description—The name you assigned to the campaign when it was created and the dates of the schedule (see "Adding a Scheduling Period to a Campaign" (page 155)). These cannot be changed. The description is optional.

• Time Zone—The time zone you selected when the campaign was created. Time zones cannot be changed.

• Skill-based—Select this check box to permit skill-based scheduling. See "Multi-Contact and Skill-Based Scheduling" (page 213).

The Organizations Group

A schedule inherits its hours of operation, employees, and work rules from the organizations linked to it. Any number of organizations from any location or any level in the hierarchy can be linked to a schedule. If your current schedule includes organizations from previous profiles, you can unlink them and link new ones.

To link an organization to the schedule:

Step Action

1 Click Link. The Link to Organization dialog box is displayed.

2 Click the organization you want to link. Click OK.

3 Repeat steps 1 and 2 for each organization that you want to add.

—End—

The Hours of Operation Group

Note: Unless your display time zone is the same as the campaign’s time

zone, items in this group are unavailable. See"Getting Help" (page 37).

• The day boundary is set when you create the campaign and cannot be changed.

• The hours of operation are set by the organizations you link to the schedule. If you link multiple organizations to your profile, you should expand the hours of operation to include the earliest start and latest start times of organizations with the same day boundary in the same time zone as the campaign. You can adjust these hours to create a unique schedule for the scheduling period, if you want.

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ATTENTION

If all days have the same schedule, first clear each day’s check box, and then select the first day of the week. Enter the start and end times for that day. Select the other days, and the start and end times will automatically reflect the first day’s times.

The Queues Group

Your automatic call distributor (ACD) and other data sources use queues to sort and route contacts to the appropriate agents. They are set up and deleted in the App Admin module of the web application.

Use the Queues group to link your schedule to specific queues and to link a skill to each queue (skill-based scheduling only).

To link a queue to a schedule:

Step Action

1 Click Link. The Link to Queue dialog box is displayed.

2 Click one or more queues to link them. Click a queue a second time to clear it.

3 Click OK to link the queues.

—End—

To link a skill to a queue (skill-based scheduling only):

Step Action

1 Make sure the Skill-based check box (see"The Organization Group" (page 82)) is selected.

2 Select the queue you want to link a skill to.

3 Click Link. The Map Skills to Queue dialog box is displayed.

4 Click the skill you want to map to the selected queue.

5 Click OK.

ATTENTION

160 Campaign Mode Modules and Tasks

The Activities Module

The Activities module is displayed when you click the Activities icon. The Activity Types tab allows you to view the preconfigured activity types and those created for your organization’s campaign. The set of preconfigured activity types include:

• Absence Activities (such as vacation or jury duty)

• Assigned Work Activities (such as phone or research)

• Learning Activities (such as training sessions using Nortel Competency-based Learning)

• Planned Events (such as training or a staff meeting)

• Shift Activities (such as lunch or a coffee break)

You can add additional activity types in Organization mode.

The Activities tab in Campaign mode allows you to view your campaign’s existing activities within Forecasting and Scheduling. You can add additional activities in Organization mode.

See"The Activities Module" (page 84) for more information on creating activity types and activities.

The Work Rules Module

The Work Rules module is displayed when you click the Work Rules icon.

Your schedule inherits its work rules from the organizations it is linked to. While work rules are normally entered in the Organization mode (see"The Work Rules Module" (page 86)), you can enter them here for this weekly schedule only. Work rules entered in Campaign mode have an organization of Local. You can only add and modify complex work rules in Organization mode.

For information about creating and using work rules, see"The Work Rules Module" (page 86)

As in Organization mode, you can export information about a campaign’s shifts and work patterns. Refer to "Exporting Shift and Work Pattern Information" (page 113)for more information.

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