To create an expiration rule for a CRM communication method

The procedure to create an expiration rule for a CRM communication method is as follows:

1. Navigate to Quick Menu > CRM > Configuration > Communication Method. The CRM Communication Method Configuration window is displayed.
2. Expand a direction heading from the alphabetical list and select an associated CRM communication method, or type its name into the Search Communication Method field. By default the list is filtered to show Current methods. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations 1.
3. Click on SLA. The SLA tab is activated.
4. Click on New Expiry. The Communication Expiry window is displayed.
5. Using the Companies drop-down field, multi-select all companies for which this expiration rule is relevant, or choose the All option, as required 1 2.
6. Using the Calendar drop-down field, select the calendar that reflects the required period structure for the expiration rule.
7. Using the Expiry Unit drop-down field, select an appropriate frequency parameter for the expiration period e.g. Minutes, Days, Weeks, Months, etc.
8. Enter the Expiry Period value into the field provided i.e. the Expiry Unit multiplier 3. The Up and Down arrows are available to increment or decrement the value, as required.
9. Using the Cancellation Reason drop-down field, select an appropriate parameter value to be automatically assigned to a specific customer interaction if the expiry date is reached.
10. Use the Cancellation Notes field to add contextual data that will be automatically appended to a specific customer interaction if the expiry date is reached.
11. Choose an Effective from date for this communication expiration rule i.e. the date on which it came into effect 4.
12. Choose an Effective to date if the communication expiration rule is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the rule will never expire.
13. Click on Confirm. The new expiration rule for the CRM communication method is displayed in the Expiry summary table.
14. Repeat steps 4 through 13 to add a further expiration rule to the same CRM communication method 5.
15. Click on Save.

Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then de-select individual items from the full list, as required; the All tick box will be automatically removed once an item is de-selected.

Note

1 The Search Communication Method field will match against any element of the method description.

2 Only those companies assigned to the communication method will be available for selection.

3 By way of example, if a ten day expiration rule period was required, an Expiry Period of '10' would be inserted, coinciding with an Expiry Unit of 'Days'.

4 The Effective from date defaults to the current system date and cannot be left blank.

5 Only one expiration rule can be effective for a single company at any one time; where overlapping Effective from and Effective to dates are detected, the user will be asked to amend the values accordingly. In addition, a communication method cannot be set to expire earlier than the specified SLA target completion date.

See related topics...

CRM communication integration maintenance overview

To create a new CRM communication method

To create an SLA target for a CRM communication method