Before building a pending call-entry system, you must consider the specific requirements of your service environment. Here are some of the kinds of questions you should think about.

How many different types of users are involved in recording call information? Do the individuals that handle the phones record only basic data that is then followed up by a more experienced customer service representative? Or do you try to determine all aspects of the customer’s issue in the initial call? The answer to this question will determine how many call profiles you need to create.

How many of the features of call management do you plan to use? For example, if you do not use escalations, you do not need to prompt for values related to escalations. If you do not use field engineers, you do not need to prompt for travel time and distance. You should review the way the system uses each field in the call record to determine if it is required for your business activity.