Customer Contact Management Form (Home Page)

See also:

• Processing Calls
• Rejecting or postponing a call
• Making a non-call-list outbound call
• Receiving a manual inbound call

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, make non-call list calls, and manually receive inbound calls.

It includes four tabs:

• Action list

• Make a call

• Non-call list Outbound

• Manual Inbound

It also sports a softphone panel near the bottom.

PUSH BUTTONS:

Exit: Exits the form, returning you to the Customer Contact Management menu.

Note: The Exit button is inactive during a call and some other tasks. It is enabled only when tasks are completed.

Refresh: Redisplays the form's contents, for example updating the Action lists's Calls grid with new calls

See also:

• Make a Call tab push buttons
• Non-Call List Outbound tab Known information (quick find) push buttons
• Manual Inbound tab Known information (quick find) push buttons
• Home page's Marketing/CRM Database push buttons

Call Information:

Note: Not populated until a call record is selected.

Target/Customer: Contact's name from the target/customer record

Status: Telephony type, for example Manual dialing mode

CLI: Caller line identification

Marketing/CRM Database PUSH BUTTONS:

Company: Display, edit, or create company information stored in the marketing/CRM database

Target/Customer: Display, edit, or create target/customer information stored in the marketing/CRM database

Vehicle: Summarizes vehicle-related information

Case file: Displays the CRM Case file for the target/customer

Tip: Case file works only when a call record is selected. It displays a grid, each line representing an outstanding call for the selected target/customer, with the same or another agent, or any significant deficiencies in marketing/CRM information, for example missing service details.

Call Direction RADIO BUTTONS:

• Inbound: Indicates that the Manual Inbound tab is active. Selecting it switches to the Manual Inbound tab.

• Outbound: Indicates that the Action list, Make a call, or Non-call list Outbound tab is active. Selecting it switches to the Action list tab.

Graphic buttons:

Kerridge logo: Displays the Kerridge web site home page in a web browser

Untitled, bottom right: Has no effect

Status bar:

Personal calls: The number of personal calls

Call backs: The number of entries in the Action list tab's Call backs grid, not all of which may be visible at once – if the grid has a vertical scroll bar

Retries: The number of entries in the Action list tab's Retries grid, not all of which may be visible at once – if the grid has a vertical scroll bar

Calls made today: The day's cumulative total of calls dialed out

Calls taken today: The day's cumulative total of calls received