##### USING Basic GENESYS DESKTOP Functions > handling outbound campaign calls

# Using chained records

The Genesys Desktop New Chained Record and Set Active Record functions enable you to enter or retrieve more than one phone number for a contact during outbound campaign calls.

## Create a New Chained Record

The New Chained Record function enables you to add additional phone numbers that are associated with a contact.

When you click New Chained Record on the Custom Fields tab of the Outbound Campaign Calls interface, or New record on the Chained Records tab, a new set of contact record fields is displayed:

To add phone numbers for a contact:

1. In the Phone Number field, enter the new phone number.

2. From the Type drop-down list, select the type of phone number. For example:

- Direct business phone

- Home phone

- Vacation phone

3. From the Time Zone drop-down list, select the time zone where the phone is located.

4. From the Daily From drop-down list, select the time in the time zone of the contact when the contact is available at this number, or click the pencil icon to manually enter the phone number.

5. From the Daily Till drop-down list, select the time in the time zone of the contact when the contact is no longer available at this number, or click the pencil icon to manually enter the phone number.

6. Click OK to add the new phone number, or Cancel to go back to the previous screen.

Note: If you manually entered an invalid time value for Daily from or Daily till, then the OK button is not available.

## Set Active Record

The Set Active Record function enables you to use an alternate phone number that is associated with a contact. If a contact is unreachable at the preset number, you can select an alternate number from the Chained Records tab. In the this tab, the preset number is indicated by a check mark.

You can modify the active record:

- before you click Connect, to select an alternate phone number if one is available.

- after you Click Connect or after you click Disconnect, you can either choose to dial an alternate phone number, reschedule the call, or reschedule the call on an alternate phone number.

After you disconnect the call, do the following:

1. Click Chained Records tab on the Outbound Campaign Calls interface to display contact information tab:

2. Select one of the phone numbers, then click Set active record from the Phone number list to step through the list of phone numbers and select one of the numbers associated with the contact. The number is automatically placed in the Phone number field of the Outbound Campaign Calls interface.

The active phone number record is indicated by a check mark. Use the time zone information and the Start time and End time information to determine at which number the customer is likely to be reached at the current time.

3. If you are not already connected, on the Outbound Campaign Calls interface, click Connect.

If you are already connected or if you have disconnected, you can reschedule the call using the new active record.