Customer Contact Management Form (Home Page)

Customer Contact Management Form

This form is displayed when you select Home page from the Customer Contact Management menu. It enables you to action the calls allocated to you (or a group you are a member of), make non-call list calls, and receive inbound calls.

It includes two tabs and a menu and tool bar which are visible regardless of the tab you have selected. This help file also contains additional information regarding some of the menu and tool bar options.

Note:The Choose CRM company form will only appear when there are multiple CRM companies linked to your current customer contact management company. If there is only one CRM company linked then the system will open the form previously described in the individual options.

Tool Bar and menu bar

The tool bar options are buttons which reflect the most frequently used options on the menu bar.

Icon	Menu option	Key board shortcut	Description
	File > Exit		Closes the home page and returns you to the CCM main menu
	Links > Company		Opens the CRM company record if loaded, or opens the CRM search.
	Links > Customer		Opens the CRM target record if loaded, or opens the CRM search.
	Links > vehicle		Opens the CRM vehicle record if loaded, or opens the CRM search
	Links > My CRM	F7	Opens your My CRM desktop, if you have access to more than one CRM company you will be asked which CRM company to open.
	Links > Diary		Opens your administrator diary.
	Links > CRM Statistics		Opens your CRM desktop to enable access to the statistics view set against the CM users entry
	Links > Global booking view		Opens the global booking form this form shows booking capacity for the available after sales locations. This is a view only form.
	Tools > Refresh	F5	Refreshes the call grid.
	Tools > Filter		Opens the filter form which enables agents to sort the grid by a specific script and/or call status
	Tools > lock	CTRL+ALT+Z	Lock the home page form.
	Help > Help	F1	Loads the contextual help file.
	Help > Legend		Displays the colour legend for the call queue

Legend

The legend gives an explanation of the colour coding for the call queue calls these will be displayed in different colours according to their status. The colours used are:-

Red : Any calls highlighted in red are retries and call backs which are overdue.
Magenta: Magenta calls are those calls which are approaching the time the call is due. Again this colour only applies to call backs and retries.
Blue: Blue calls are calls which have been set to a retry.
Green: Green calls are calls set to a call back.
Black: Black calls are un-actioned calls.

Filter

The filter is opened when the filter option is taken from the tool or menu bar. It allows you to sort the calls displayed in the call queue grid by script and/or call stats. There are two editable fields on this form which are grouped as options.

The two fields on this form are:-

Script: the script ID required can be typed in and system validated or selected from the drop down .
Status: the call status required can be typed and validated or selected from the drop down list .

There are also two push buttons on this form:-

OK: when selected will apply the search criteria to the available calls and refresh the grid to display the results
Cancel: Cancels any changes made to the filter options and closes the filter form

Any applied filters which need to be removed have to be removed by reopening the filter

Status Bar

My calls: Number of personal calls.

Call backs: Number of calls in the Call queue grid which are Call backs.

Retries: Number of calls in the Call queue grid which are retries.

Calls made today: Cumulative total of calls dialed out during the day.

Calls taken today: Cumulative total of calls received during the day.