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Copyright © Oracle, 2007. All rights reserved.

Oracle TeleSales

Chapter 4 - Page 1

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Copyright © Oracle, 2007. All rights reserved.

Oracle TeleSales

Chapter 4 - Page 2

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All rights reserved.Page 3 ns e c li . Oracle and/or its affiliatesฺ Oracle TeleSales e le s b fera n a r t n- d ge a M fi t o L no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma Copyright © Oracle. 2007.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. Oracle TeleSales Chapter 4 .

Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. Oracle TeleSales Chapter 4 .Page 4 ns e c li . Oracle and/or its affiliatesฺ Objectives e le s b fera n a r t n- d ge a M fi t o L no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma Copyright © Oracle. 2007. All rights reserved.

For example. All rights reserved.Page 5 . from prospecting to booking orders. whether they are inbound or outbound telesales agents. TeleSales agents use four main windows: • Universal Work Queue Used to view a list of open leads. Oracle TeleSales offers a true multi-channel selling and servicing solution that leverages all channels. Actions. The application provides a versatile set of tools to manage the sales cycle. event registration and collateral fulfillment. opportunity. opportunities. The eBusiness Center within Oracle TeleSales offers a complete cross-application tool for all Oracle call center applications. click the Get Work button.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. select a lead to view and edit. Copyright © Oracle. quote. 2007. and daily tasks. where you can work directly on the lead selected. such as updating an opportunity or converting a lead to an opportunity. Oracle and/or its affiliatesฺ Oracle TeleSales M e le b fera ns e c li s n a r t n- no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma fi t o Oracle L TeleSales d e ag Oracle TeleSales is an application designed for interaction center professionals. lead. and order management. Key functions include contact. and the lead opens in the Lead Center. The eBusiness Center provides elements of Service and Collections for an unparalleled customer view. The work queue serves as a launch pad for the rest of the application. Oracle TeleSales Chapter 4 . can be performed in the Action section of the window.

Page 6 e ns e c li . le s b fera n a r t n- d ge a M fi t o L no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma Copyright © Oracle. a telesales agent can enter products a prospect is interested in purchasing. Statistics for the current call and number of calls for the day are available in the Interaction Wrap Up window. Oracle TeleSales Chapter 4 . Additionally. When integrated with Oracle Advanced Outbound or Oracle Advanced Inbound.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. manage the details of specific leads and update existing leads. • Opportunity Center Used to create and manage individual opportunities. • Lead Center Used to create new leads. the eBusiness Center is automated to dial the next call or take the next incoming call and display the customer information immediately based on the automatic number ID. enroll customers in events. All rights reserved. to send collateral. It includes managing the sales team and partners for a specific opportunity. Oracle and/or its affiliatesฺ • eBusiness Center Used as the central work area for Oracle TeleSales when a TeleSales Agent is on the phone with a customer or prospect. Use it to create and manage customer and prospect records. 2007. Recording the results of the call can also be automated. partners. The eBusiness Center also provides the ability to quickly enter basic information for leads and opportunities. and sales credits for the sales team. forecast dates. and launch the Oracle Quoting or Oracle Order Management windows.

You should set these profile options to mimic Oracle Sales behavior. Oracle TeleSales Chapter 4 . when a feature in Oracle TeleSales is dependant on a profile option.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. All rights reserved. setting the TeleSales profile option will not affect Oracle Sales. or Oracle Sales should be personalized to mimic TeleSales behavior. Therefore. Note • Corresponding profile options may have slightly different values. • Additionally. Mapping of OTS-ASN Profile Options • OS: Forecast Sales Credit Type – ASN: Forecast Sales Credit Type • OS: Default Opportunity Win Probability – ASN: Default Opportunity Win Probability • OS: Default Opportunity Sales Channel – ASN: Default Opportunity Sales Channel • OS: Default Opportunity Status – ASN: Default Opportunity Status Copyright © Oracle. You should choose a value supported by both.Page 7 . 2007. there may be TeleSales profile options for which there are no corresponding Oracle Sales profile options. if you want the behavior to be the same. You must set the corresponding Oracle Sales profile option separately. Oracle and/or its affiliatesฺ Oracle Sales and Oracle TeleSales Interoperability M e le b fera ns e c li s n a r t n- no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma fi t o Oracle L Sales and Oracle TeleSales Interoperability d e ag Oracle Sales and Oracle TeleSales have separate sets of profile options that do not affect the other application.

) • OS: Lead to Opportunity Move Sales Team (Set to Yes.) Set Oracle TeleSales and Oracle Sales Lookups Set the following lookups in both products in order to enable interoperability: • OTS Lookup . 2007.ASN: Vehicle Response Code le s b fera n a r t n- d ge a M fi t o L no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma Copyright © Oracle.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. Leave blank. ) • OS: Opportunity Sales credit Enforce Sales Team Definition (Set to Yes.) • OS: Lead Incubation Channel (This is an Oracle Leads profile option.) • OS: Default Opportunity Sales Stage (Assign a value.) • OS: Activate Sales Interoperability (Set to Yes. • OS: Assign New Lead (Set this profile option to No.ASN: Opportunity Close Reason .ASN: Contact Role Type . All rights reserved.VEHICLE_RESPONSE_CODE • Oracle Sales Lookup . Oracle TeleSales Chapter 4 .) • OS: Sales Methodology (Assign a value. This is an Oracle Leads profile option.) • OS: Lead Link Status (Set to Converted to Opportunity.) • OS Always Add Creator to Customer Sales Team (Set to Yes.CLOSE_REASON .) • OS: Sales Lead Default Close Reason (Set this profile option to Converted to Opportunity.LEAD_CONTACT_ROLE . This is an Oracle Leads profile option. Oracle and/or its affiliatesฺ • • • • • • • • • OS: Default Close Date Days – ASN: Default Close Days Date OS: Default Win/Loss Status – ASN: Default Win/Loss Status OS: Default Status for Leads – ASN: Default Lead Status OS: Opportunity Access Privilege – ASN: Opportunity Access Privilege OS: Customer Access Privilege – ASN: Customer Access Privilege OS: Sales Lead Access Privilege – ASN: Lead Access Privilege OS: Manager Update Access – ASN: Manager Update Access OS: Sales Admin Update Access – ASN: Sales Admin Update Access OS: Default Value for Sales Team Keep Flag – ASN: Default Value for Sales Team Do Not Reassign Flag Set Oracle TeleSales Profile Options The following profile options and value settings must be set to enable interoperation with Oracle Sales.Opportunity Contact Rank .ASN: Lead Close Reason .Page 8 e ns e c li .

Existing stages created. Oracle TeleSales Chapter 4 .Page 9 . The following areas may require additional setup considerations: • Sales Methodology Oracle Sales allows user to designate whether sales methodologies and stages apply to leads. Therefore. including those created through the TeleSales Administration user interface. • Sales Coach Oracle Sales introduces the use of a Sales Coach. or both. Oracle and/or its affiliatesฺ Differences Between Oracle TeleSales and Oracle Sales M e le b fera ns e c li s n a r t n- no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma fi t o Differences Between Oracle TeleSales and Oracle Sales L d e ag Both Oracle Sales and Oracle TeleSales provide Administration screens that enable administrators to set up the product. opportunities. Oracle Sales users can view the tasks created in Oracle TeleSales.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. Oracle TeleSales does not use this functionality and will continue to use Tasks tied to Sales Stages. there are differences in the features and functionality available. All rights reserved. As the two products do not share Administration screens. will be treated as applicable to Opportunities only. while in TeleSales sales methodologies and stages apply only to opportunities. When creating a sales methodology in Oracle TeleSales. the administrator should ensure that the Create tasks for all sales stages checkbox is not selected. Oracle TeleSales will expose only stages marked as applicable to Opportunities. 2007. If this Copyright © Oracle. which helps guide a user through a sales methodology stage.

regardless of status. • Converting Leads to Opportunities Oracle TeleSales enables any lead to be converted to an opportunity. you must ensure that each stage is associated with at least one sales methodology. OS: Sales Methodology and OS: Default Opportunity Sales Stage. then the sales methodology becomes mandatory.Sales Methodologies and Sales Coaches If a lead is in a sales stage that is applicable to opportunity. then the sales stage becomes mandatory. OS: Lead Link Status and OS: Sales Lead Default Close Reason. • Role and Address in Sales Team In Oracle TeleSales. whereas Oracle TeleSales uses the methodology and sales stage from the profile options. Oracle and/or its affiliatesฺ checkbox is selected for a sales methodology whose stages use tasks. Oracle TeleSales enables multiple leads to be converted to the same opportunity by linking these leads to the opportunity. which are both mandatory profile options. When a lead is converted to an opportunity in Oracle Sales. when assigning a resource to an opportunity sales team. 2007. this profile option must be set to Yes. and the sales methodology is assigned to an opportunity from Oracle Sales. only if there is an applicable sales stage. they are conditionally mandatory . When a lead is converted to an opportunity in Oracle TeleSales. the status and close reason are determined by the profile options. the user can designate a role and address. If there is no methodology or sales stage designated in the lead. when Oracle TeleSales and Oracle Sales are interoperating.Page 10 e ns e c li . the status is always Converted To Opportunity. the opportunity in Oracle Sales will not have a methodology or sales stage. these profile options should be set to Converted To Opportunity. Additionally. whether or not the sales team is carried over is governed by the profile option. OS: Lead to Opportunity Move Sales Team. this information will not be carried over. Oracle Sales will carry any information entered in the sales coach over to the opportunity. • Sales Methodologies and Stages In Oracle TeleSales. If the methodology is specified.Sales Team In Oracle Sales. All rights reserved. while in Oracle TeleSales. If the lead is converted through Oracle TeleSales. Therefore. and also enables opportunities to be linked to one or more leads. Therefore. Oracle TeleSales Chapter 4 . le s b fera n a r t n- d ge a M fi t o L no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma Copyright © Oracle. both stage and sales methodology are mandatory. This information will be viewable in Oracle Sales. thereby allowing the resource to be assigned to the same sales team multiple times with different role-address combinations. but the user will not be allowed to update the opportunity until the sales team assignments are removed. Oracle TeleSales requires that at least one stage within each methodology is set up as applicable to Opportunity. when Oracles TeleSales and Oracle Sales are interoperating. Therefore.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. . the sales team for the lead is carried over to the opportunity. . the tasks are not visible in Oracle TeleSales.if the stage is specified. Oracle Sales does not support roles and addresses. In Oracle Sales. while Oracle Sales enables only leads in open status to be converted.

• Marketing Campaigns/Offers Oracle TeleSales enables users to specify marketing campaigns and offers at both the header and line levels. • Rolling Forecast Oracle Sales does not support the rolling forecast flag. and a lead from Oracle Sales is converted to an opportunity in Oracle TeleSales. in Oracle TeleSales there is a cross validation that ensures the offer is associated with the selected campaign. Oracle TeleSales Chapter 4 . there will be duplicate resources on the Sales Team. le s b fera n a r t n- d ge a M fi t o L no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma Copyright © Oracle. the offer may no longer be valid. To resolve this issue. • Customer Sales Team Oracle Sales automatically adds the logged-in user to the customer sales team. Opportunities created in Oracle Sales will not have the rolling forecast flag set.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013.Page 11 e ns e c li . OS: Always Add Creator to Customer Sales Team to Yes. In order for the logged-in user in Oracle TeleSales to get be added to the customer sales team. while Oracle Sales supports only header-level campaigns (not offers). the user can update the opportunity in Oracle TeleSales. 2007. Oracle and/or its affiliatesฺ Note If the profile. you must set the profile. If an opportunity with a header-level offer is accessed in Oracle Sales. All rights reserved. Additionally. and the campaign is changed. OS: Lead to Opportunity Move Sales Team is set to Yes.

• Customer Budget Status In Oracle TeleSales. a user can specify customer budget status for a lead or opportunity. the key/close competitor and close comment fields are empty. All rights reserved. this is not an option. • Close Competitor and Comment Upon closing an opportunity in Oracle TeleSales. Oracle Sales does not support this information. For opportunities created in Oracle Sales. a user cannot freeze an opportunity. the user can enter a key/close competitor and close comment. a user with update access can freeze an opportunity to keep it from being modified. Oracle and/or its affiliatesฺ Additional Differences Between Oracle TeleSales and Oracle Sales e le b fera ns e c li s n a r t n- fi t o L no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma d geAdditional Differences Between Oracle TeleSales and Oracle Sales a M The following additional areas may require additional setup considerations: • Freeze Flag In Oracle TeleSales. while in Oracle Sales. Oracle Sales supports the budget amount for leads but not for opportunities.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. These fields are blank for leads and opportunities created in Oracle Sales. 2007.Page 12 . Copyright © Oracle. while in Oracle Sales. Oracle TeleSales Chapter 4 .

As Oracle Sales does not support this data. These fields are blank for opportunities created in Oracle Sales. All rights reserved. these fields are blank for leads or opportunities created in Oracle Sales. e le s b fera n a r t n- d ge a M fi t o L no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma Copyright © Oracle. Oracle and/or its affiliatesฺ • End Customer and Address In Oracle TeleSales. • Projects and Decision Time Frame In Oracle TeleSales. This feature is not available in Oracle Sales. a user can associate a project to a lead or opportunity or associate a decision time frame with a lead. a user can specify an end customer and address.Page 13 ns e c li . • Accept or Reject Leads Oracle TeleSales allows a user to accept or reject leads. 2007. Oracle TeleSales Chapter 4 . Oracle Sales does not support this data.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013.

the application detects the change made by the other person and prevents overwriting. or contact. which can be overwritten.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. opportunities. However. customers. the user can append attachments to tasks. Through personalization. they will not be visible in Oracle Sales. Oracle TeleSales Chapter 4 . Oracle and/or its affiliatesฺ Further Differences Between Oracle TeleSales and Oracle Sales M e le b fera ns e c li s n a r t n- no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma fi t o Further L Differences Between Oracle TeleSales and Oracle Sales d e ag The following further areas may require additional setup considerations: • Concurrent Updates If an Oracle TeleSales user and Oracle Sales user are working on an opportunity at the same time. • Attachments In Oracle TeleSales. Copyright © Oracle. you must make them available by enabling the category in the Attachment table for the lead. opportunity. 2007. addresses. and relationships. All rights reserved.Page 14 . these attachments are not available in Oracle Sales. if these attachments are added in any other category apart from the seeded Misc category. This behavior does not apply to leads. Attachments for leads. and contacts that are added in Oracle TeleSales are accessible in Oracle Sales. customer. however. notes. since Oracle Sales supports attachments in these areas.

the telesales agent can access other areas of Incentive Compensation (for example. All rights reserved. In Oracle TeleSales. le s b fera n a r t n- d ge a M fi t o L no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma Copyright © Oracle. Oracle TeleSales supports only the currencies defined in the Oracle TeleSales lookup type REPORTING_CURRENCY. this information is not available in Oracle TeleSales. 2007.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. • Lead and Opportunity Currency Oracle Sales supports all valid FND currencies. compensation plan. Oracle TeleSales Chapter 4 . planning.Page 15 e ns e c li . the sales representatives and sales manager can access only the commission statement and no other areas of the Oracle Incentive Compensation functionality. and reports) in addition to the commission statement. you should select all FND currencies that you are currently using for Oracle Sales. When selecting values for the REPORTING_CURRENCY lookup. Oracle and/or its affiliatesฺ • Incentive Compensation In Oracle Sales. • Account Plans and Strategic Information Account plans and strategic information are captured in Oracle Sales. income planner. However.

However. users can view quotes across all organizations.Page 16 . 2007. Oracle TeleSales Chapter 4 . Quotes are enabled. All rights reserved. and users can only create quotes for their assigned organizations. Copyright © Oracle. Oracle and/or its affiliatesฺ Multi-Org Access M e le b fera ns e c li s n a r t n- no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma fi t o Multi-Org L Access d e ag Leads and opportunities are not multi-org enabled in Oracle TeleSales.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. When building a quote. users select operating units when they choose products.

in what order the nodes display. Copyright © Oracle.Page 17 . access the Media Action tab of the Interaction Center Server Manager to specify: • Media Type: Inbound Telephony • Classification: The name of the media item classification that triggers the screen pop media action • Media Action: The business application that starts when the media item of the Inbound Telephony type and the specified classification is selected from a work queue. Oracle and/or its affiliatesฺ Set Up Universal Work Queue M e le b fera ns e c li s n a r t n- no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma fi t o Set L Up Universal Work Queue d e ag There are profile options for all levels that determine how the UWQ displays. and. All rights reserved. 2007. You can limit the size of these lists and the number of lists per user. See the Oracle TeleSales Implementation Guide for a complete list of profile options. Oracle TeleSales Chapter 4 . UWQ can also display marketing lists as well as calling lists the user creates using Universal Search.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. Inbound Telephony In Call Center Administration.

All rights reserved. e-mails. Leave the default No setting to record an interaction only when the agent creates. Automatic Interactions Agents manually start and end interactions. event. or task. updates. and so on. You can also configure TeleSales to have interactions start automatically when an agent opens a record and stop automatically when the agent moves to a new record.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. or deletes a record. • Set OTS: Interactions-Start on Query to Yes if you want the interaction to start when the agent displays a new record. customer.) • Set defaults using additional profile options. Copyright © Oracle. query. Following are the steps to enable automatic interaction tracking: • Set OTS: Interactions-Enable Automatic Start to Yes. opportunity. Oracle and/or its affiliatesฺ Enable Interaction Tracking and Wrap-up M e le b fera ns e c li s n a r t n- no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma fi t o Setup L Interaction Tracking and Wrap-up d e ag Interaction tracking records and maintains a viewable history of interactions with customers such as calls. Oracle TeleSales Chapter 4 . (Collateral history requires that you periodically run the concurrent program Interaction History Bulk Process to update the history. service request. lead.Page 18 . 2007. creating and updating a lead. Following are the steps to enable interaction tracking: • Set profile options that determine what activity records are recorded: collateral.

2007.Page 19 e ns e c li . Set to Yes to end the interaction without the agent seeing the wrap-up screen. and the valid combinations at the interaction and activity level. • OTS: Interactions: Prompt for Wrap-up: This is set to Yes by default. In order to track these interactions simultaneously. Lead Center) can track only one interaction at a time. results. le s b fera n a r t n- d ge a M fi t o L no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma Copyright © Oracle. Then create action-activity type pairs and assign a default wrap-up to each pair.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. outcomes. For example. You can specify whether an outcome requires a result. reasons. All rights reserved. See the Oracle Customer Interaction History Implementation Guide for more details on creating the selection lists and defaults. The agent is prompted to decide whether to close the current interaction or leave it open while starting the next interaction. but the agent can open additional centers and start interactions in each. Oracle TeleSales Chapter 4 . Simultaneous Interactions Each center (eBusiness Center. an agent can open two Opportunity Centers and one eBusiness Center and start interactions in all three. Oracle and/or its affiliatesฺ • Set OTS: Interactions-Enable Change Activity to Yes to allow users in the wrap-up window to change the recorded activities. You define what selections are available for each. • Leave OTS: Interactions-Enable Auto Wrap-up set to No to require agents to view the wrap-up screen for each interaction and verify or change the outcome of the interaction. Wrap-Up In the Interaction wrap-up window agents can select outcomes. Opportunity Center. and results. and a result requires a reason. You can also create default wrap-ups including campaign codes. The agent can accept the default or change the wrap-up information as needed. and reasons. set the following profile options: • OTS: Interactions – Maximum multiple interactions: Set the maximum number of simultaneous interactions.

• OTS: Script Launch on Interaction: Set to Yes if you want the script to launch automatically when an interaction is started in the interaction center. Copyright © Oracle. Additionally. set the following profile options: • OTS: Scripting Installation: Set to Yes to enable scripting in Oracle TeleSales. • OTS: Script Language: Select language to display scripts in a specified language. Set to Yes to restrict the ability to resume a script to the agent who suspended it. • OTS: Scripting-Default Script: Enter the name of the script to launch when there is not an available script associated with the source code or campaign. providing there is also a script associated with the source code entered by the agent. • OTS: Script Launch on UWQ Delivery: Set to Yes if you want a script to launch automatically when a call is received. Oracle TeleSales Chapter 4 .Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. • OTS: Security-Apply Security for Suspended Scripts: Set to No to allow any agent to resume a suspended script. The prior two options must also be set to Yes. 2007. All rights reserved. Oracle and/or its affiliatesฺ Scripting M e le b fera ns e c li s n a r t n- no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma fi t o Scripting L d e ag Within Oracle Scripting you can set up scripts for your agents to follow in different situations.Page 20 .

2007. Oracle and/or its affiliatesฺ Summary e le s b fera n a r t n- d ge a M fi t o L no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma Copyright © Oracle.Page 21 ns e c li .Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013. All rights reserved. Oracle TeleSales Chapter 4 .

All rights reserved. 2007.Page 22 ns e c li . Oracle TeleSales Chapter 4 . Oracle and/or its affiliatesฺ e le s b fera n a r t n- d ge a M fi t o L no a s a eฺ h d i ) m t Gu o c ilฺ den a m Stu g tfi@ this o l d use e g to (ma Copyright © Oracle.Unauthorized reproduction or distribution prohibitedฺ Copyright© 2013.