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Oracle® CRM On Demand Marketing Release 5.4.10 |
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Home > User Guide > Managing Activities, Queues... > About the Call Center > Calling Prospects

# C alling Prospects

Oracle CRM On Demand Marketing allows telemarketers to record attempts to contact prospects and the results of calls. If call attempts result in successful conversations, telemarketers can record new information gathered using a call script Web form. Any new information entered or information verified is updated within the prospect record in the Oracle CRM On Demand Marketing contact database immediately. When the call is successful, telemarketers can qualify or disqualify the prospect, change the prospect's lead score, and move the prospect to another queue for distribution to the Sales Department. Prospects can also be marked for future followup or assigned a lead score that automatically makes the prospect eligible, or ineligible, for future nurturing by the Marketing Department.

To call a prospect

1. Click Call Prospect.

   The Calling Prospect window appears.

2. Select a telephone number that you want to call.

   You can validate this number by selecting a value from Is Number Valid and Is Call Permitted menus.

3. During the call, you can do the following:

   - If required, you can select from the Call Status options, enter notes and set a followup date.

   - To capture data during the call, click Launch Call Script.

     The call script, which is an active Web form, appears in the Calling window. The Calling window can be enlarged or maximized.

   - Capture or verify prepopulated information, using the call script.

4. Click Submit.

   The call script closes saving any information entered.

5. Complete the call status selection.

6. Add notes from the conversation, and schedule a followup date, if needed.

   The following list describes how a prospect status changes in the Calling screen:

   - Call Back. It moves the prospect to Call Attempted status.

   - Call Successful. It moves the prospect to Contacted status.

   - No Answer/Busy. It moves the prospect to Call Attempted status.

   - Wrong Number. It moves the prospect to Call Attempted status.

   - Left a Message. It moves the prospect to Call Attempted status.

     If you set a followup date with any of the statuses listed previously, this setting also adds the prospect to the Pending Follow-up view.

7. Click Save in the Calling window.

   The Contact window displays the telemarketing status, which is the log of the completed activities.

8. To change where each prospect is assigned for delivery or further nurturing, click Qualify, Disqualify, or Change the Queue.

9. (Optional) If you have scheduled a followup call and want to save your activity and move to another prospect, click Back.