Manage Leave Message Forms

Document created by Cisco Documentation Team on Sep 23, 2015Last modified by Dave DeCarlo on May 24, 2017
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Leave Message Forms Overview

WebACD displays the leave message form for customers in a queue:
  • When the queue is closed (after hours)

  • When no one is available to monitor and handle requests in the queue

  • When a request times out

WebACD provides a default form, which you can update or edit. This form is always available and is assigned automatically to any queue to which you have not assigned a form.

WebACD requires that the customer provide their first name, last name, and email address. You may already have these (and other details) about a customer stored in a profile. If you can supply this information about the customer in the HTML that you send to the server, you do not have to display these fields and require the customer to fill them in. Provide the correct parameters to WebACD.

Create a New Leave Message Form


        
Step 1  On the navigation bar, select Configuration > WebACD > Leave Message Form.
Step 2  Select Create New Form.
Step 3  In the Name of Form field, enter a name for the new form.
Step 4  Check the fields to display on the form and then check the fields to require on the form.
Step 5  (Optional) To add a new field, select Add New.
Step 6  (Optional) To change the order in which the fields appear on the form, select Change Order.

Add New Fields to the Leave Message Form

You can tailor the leave message form to capture exactly the information you need. You can have customers provide details about the problem or issues found in your product or service. You route the message forms to the person best equipped to take the call.


      
Step 1  On the navigation bar, select Configuration > WebACD > Leave Message Form.
Step 2  In the Name of Form column, select the link for the form that you want to update.
Step 3  Add one or more new fields.

You can add new fields in the form of

  • Text boxes

  • Check boxes

  • Option buttons

  • Drop-down lists

Step 4  Select Save.

Rearrange Fields on the Leave Message Form


        
Step 1  On the navigation bar, select Configuration > WebACD > Leave Message Form.
Step 2  In the Name of Form column, select the link for the form that you want to update.
Step 3  Select Change Order.
Step 4  On the Change Order page, select a field you want to move.
Step 5  Use the arrows to move the field up or down.
Step 6  Select Save.

Create New Form Page Options

                        

Option

Description

Name of Form

Enter or edit the name of the form

Check box

Select the check box to display the field on the form.

R (Required)

Select the check box to require that the field is filled in on the form.

Fields

Enter the following required information:

  • First name

  • Last name

  • Email address

  • Phone number

Add New button

Select to open a page where you can add new fields to the form.

Change Order button

Select to change the order of the fields on the form.

Save button

Select to save the form.

Edit Form Page Options

                        

Option

Description

Name of Form

Enter or edit the name of the form

Check box

Select the check box to display the field on the form.

R (Required)

Select the check box to require that the field is filled in on the form.

Fields

Enter the following required information:

  • First name

  • Last name

  • Email address

  • Phone number

Add New button

Select to open a page where you can add new fields to the form.

Change Order button

Select to change the order of the fields on the form.

Save button

Select to save the form.

Change Order Options

               

Option

Description

Form fields

Highlight the field that you want to move.

Up arrow

Move the highlighted field up on the form.

Down arrow

Move the highlighted field down on the form.

Save button

Select to save the order.

Text Box Options

Customers enter a free-form description of the problem or issue that concerns them.

                     

Option

Description

Single line

Select to provide one line for customers to enter information.

Multiline

Select to provide more than one line for customers to enter information.

Text box label

Enter a phrase that introduces the text box. 
Example: You want customers to type the service or product they are contacting you about. Enter this text as the label: Type the name of product you need help with.

Width

Enter the number of characters customers may enter in the text box.

Height

Enter the number of lines of text that the customers may enter in the text box.

Save button

Select to save the option.

Check Boxes Options

Customers select one or more check boxes in the list of boxes that you set up here.

               

Option

Description

Group label

Enter a phrase that describes the list of check boxes
 Example: You want customers to type the service or product they are contacting you about. Enter this text as the label: Type the name of product you need help with.

Check box

For each check box you want to add, type a description and select whether you want this check box to be preset as selected (checked) or cleared (blank).

Add additional check boxes

If you must include more than nine check boxes on the entry form, select how many more check boxes you need.

Save button

Select to save the option.

Option Button Options

Customers select one option in the list of options you set up here.

                  

Option

Description

Group label

Enter a phrase that describes the list of options
 Example: You want customers to type the service or product they are contacting you about. Enter this text as the label: Type the name of product you need help with.

Default choice

Select one option as the preset.

Choice

For each option you want to add, type a description.

Add additional choices

If you must include more than nine options on the entry form, select how many more options you need.

Save button

Select to save the option.

Drop-down List Options

Customers select one item in the drop-down list you set up here

                  

Option

Description

Group label

Enter a phrase that describes the items on the drop-down list. 
Example: You want customers to type the service or product they are contacting you about. Enter this text as the label: Type the name of product you need help with.

Default choice

Select one list item as the preset.

Choice

For each list item you want to add, type a description

Add additional choices

If you must include more than nine options on the entry form, select how many more options you need.

Save button

Select to save the option.

Assign a Leave Message Form to a Queue


       
Step 1  On the navigation bar, select Configuration > WebACD > Leave Message Form.
Step 2  Select the Assignment tab.
Step 3  In the Name of Queue column, locate the queue you want to update.
Step 4  From the Leave Message Form drop-down list, select the form you want to assign to the queue.
Step 5  Select Save.


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