This tab is part of the CCM form (Home Page). It enables you to action your work. It displays, as a call list, the calls allocated to you or to a group you are a member of. All live calls are displayed in the call queue grid. Live calls are those calls which are retries, call backs, or new calls.
The call queue grid displays standard Autoline grid functionality and is divided into eight columns.
The Calls grid contains records of calls waiting to be made.
GRIDS:
Call: Unique identifier for the individual call.
Customer name: Customer's name, preceded by the CRM record number in brackets.
Branch: CRM branch with responsibility for any customer contact. The CRM company number is displayed in brackets.
Status: Call status. One of the following:
New Call: A call which has not yet been attempted
Re-try: A call which has been attempted, but no contact was made with the customer
Callback: A call which has been attempted, and an arrangement made with the customer when the call can be made.
Notes: If a notes icon
is displayed, it indicates that call notes have previously been added to the call. When you right-click the icon you have the option to view the notes. If there is no notes icon in this column, it indicates that no call notes are available.
Script: Name of the script linked to the call.
Due date and time : Date and time the call is scheduled for.
Note: Due date and time applies to Call backs and Retries only.
CRM company: CRM company in which the record originates.
Customer Contact Management Form (Home Page)
Make a call tab
Manual inbound tab
