This chapter introduces pending calls and describes how to configure and use functions related to them.

Introduction to Pending Calls
Introduces pending calls and the programs and features associated with it.

Overview of Pending Calls
Describes the pending call workflow, and outlines the status and scope of pending calls, as well as illustrates how to design new or use preconfigured frames.

Planning a Pending Call System
Explains how to make the most effective use of the pending call system by considering business requirements and making effective use of call defaulting logic.

Creating a Pending Call System
Describes the programs used to set up a pending call system, including how to load system data, update field data, create profiles, link frames for display, and assign default profiles to users and roles.

Creating a Pending Call
Illustrates how to use Pending Call Maintenance (11.1.3.1) to create and modify pending calls.

Transferring Pending Calls
Describes two ways to transfer a call, either individually or in batches.

Viewing Pending Call Data
Lists pending call report titles and descriptions.

Removing Obsolete Pending Call Records
Describes how to delete and archive pending call records using Pending Call Delete/Archive (11.1.3.11).