Code Definition

Code

This is the name of the code or folder. This cannot be changed here. For information, see Moving and Renaming Codes.

Description

This is the primary description of the code. By default, this is what displays in the Code Browse window, and on reports, next to the code.

Display Sequence

The display sequence controls the sort order for codes within the same level of the hierarchy. It is used when a list of codes is displayed in the Code Browse window, and can also be used on reports.

Codes are always sorted from the lowest value to the highest. By default, new codes are added with display sequences at intervals of 100. This allows you to easily insert new codes into the sequence, or re-order codes within the sequence.

Description 2

This is an optional second description for the code. How it is used and where depends entirely on your configuration.

Description 3

This is an optional third description for the code. How it is used and where depends entirely on your configuration.

Active

This check box must be selected in order for this code to be added to a case. Inactive codes will remain on cases where they were already in use, but cannot be selected.

When codes are no longer needed, it is strongly recommended that you make codes inactive rather than deleting them.

Start Date

Stop Date

Enter the starting and ending dates during which the code is active. The system does not automatically activate and deactivate the codes at the appropriate times, you must run the Category Code Activation utility, which will go through and set the active flag appropriately for each code based on its start and end dates.

This is commonly used for codes that should only be available during a special promotion or during a particular season.

Category Specific

This field has special meaning depending on the category that you are entering. This field only works for the following:

• C03 (Special Issue Status) - Allows you to optionally specify "O" if you want to set the issue to open or "C" if you want to force the issue closed when this code is entered. Leaving the field blank does not change the status.

• B03 (Special Case Status) - Allows you to enter "O" if you want to set the case status to open or "C" if you want to close the case and all associated issues. Leaving the field blank does not change the case status.

• A01 (Address Type) - Allows you to define a category as an address. When you enter an A01 category code in this field, each code in the specified category also has a related address code. The address type code on that address record is the code that relates to this code and the address code will be the code in that category.

  For example, if you have an address type code of "STORE" linked to the address category (C08) of "1234," creates an address record of "STORE 1234."

  These addresses are maintained normally for categories defined. The code displays an Address tab when you edit the code. Typically these are used by standard and custom import utilities to create the addresses.
  

• You can also define a priority for use with migration for any category in the system by entering a numeric value. The lower the number is, the higher the priority; 1 is top priority. If a code is migrated into one of these categories, it only replaces an existing code if the new code has a higher priority.

  For the special categories (defined above), you enter the priority after a semi colon. For example, "O;1."

Under normal circumstances, you should not modify this value.

Alert InfoCenter Code

You can use this field to enter the ID of an InfoCenter entry that will be automatically displayed to the user when this code is selected. Use this sparingly, as it is purposely designed to interrupt the user's workflow and get their attention.

An example use would be if a code is selected that might require assistance from your company's legal department. You could remind the user of the steps that need to be followed.

Catalog InfoCenter Code

Use this field to attach the ID of a catalog entry. The user can bring this information up on demand. It can be used for things such as a product information sheet, or other information that may be useful to an agent while handling a call.

Phone Type

For Phone Type category (I01), the Phone Type drop-down list will display. Select the appropriate phone type for telephone numbers or social media handles. Choose from the following:

• Telephone Number

• Facebook Username

• Twitter Username

• YouTube Username

• LinkedIn Username

• Other Username