A pending c all is a collection of data fields entered during conversation with the customer, or generated by defaulting logic or lookups of related data. Fields may be left empty or have invalid values entered. Before the data can be transferred to Call Maintenance, it must pass a full validation process.

Since Call Maintenance is designed to meet the needs of a broad spectrum of users and types of organizations, a particular organization may need to use only a subset of features to model their business processes. Using the functions on the Pending Call Menu (11.1.13), service administrators can design their own call-entry systems, selecting which fields display and in what order. These systems can be as simple or complex as needed.

Administrators can design multiple paths through the call-entry process by creating various profiles, which are then associated with users or user roles as needed. In this way, a help desk clerk can be prompted for one set of information, while a help desk supervisor can be prompted for another.