Fulfill a telesales sequence
Connect with leads or customers using the click-to-call outbound calling capability in telesales flows.
Before you begin
Role required: Sequence executor [sn_crm_sequence.executor]
Procedure
Navigate to Workspaces > CSM/FSM Configurable Workspace.
Select the List icon
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.
.
Navigate to Sequences > My Sequence Tasks.
Select a sequence task record.
In the record, select the Sequence Steps tab.
Review detailed call task information by selecting Call task details.
Select the Call icon
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next to the **Callback number** field to start an outbound call.
next to the **Callback number** field to start an outbound call.
**Note:** The Call icon
Image omitted: phone-fill-24.svg
does not appear on the **Callback number** field in Xanadu or in Yokohama if you created the schedule call activity using the Schedule call - Deprecated activity. For compatibility information, see [Compatibility information for Customer Engagement Sequences](compatibility-matrix-upgrade-info.md).
does not appear on the **Callback number** field in Xanadu or in Yokohama if you created the schedule call activity using the Schedule call - Deprecated activity. For compatibility information, see [Compatibility information for Customer Engagement Sequences](compatibility-matrix-upgrade-info.md).
- Complete the activity by setting the following fields.
| Field | Description |
|---|---|
| Reason | Call outcome. The available options are:- Resolved: The call task was successfully completed and the goal met. - Timeout: The task expired because it was not accepted or acted upon in the allowed time. - Max attempts exceeded: Multiple attempts to connect or complete the task failed, reaching the configured limit. - No show: The customer did not join the scheduled call. - Cancelled by agent: The assigned agent manually cancelled the task before completion. - Technical issue: Call task could not proceed due to a system or connectivity problem. - Other: The task ended for a reason not covered by the predefined categories. |
| State | Status of the call task. The available options are: - Open: The task has been created but work has not yet started. - Work in Progress: The task is actively being worked on. - Closed Complete: The task has finished successfully and all required actions are done. - Closed Abandoned: The task was closed without completion, usually due to irrelevance or inability to proceed. - Cancelled: The task terminated before completion. |
| Work notes | Optional field for capturing internal work notes. |
Select Save.
On the Sequence Steps tab, select Mark Complete to indicate you have finished all activities in the sequence task.
Parent Topic:Using Customer Engagement Sequences
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