Call LogCall Log

Creating a Single Call

When a customer requests a call, you would look up that customer

You can right click on his record from the Search screen to add a call.

Creating a Single Call

More likely, you will enter the call from the customer record.

You can click on the “Phone” icon at the top left of the “Customer” tab

Creating a Single Call

When entering from the customer screen, you have the option of entering a Quick Note, which is a completed (resolved) call log entry, under your own name, that goes into the call log history. This is better than the Memo section because it can be searched and included on reports

Creating a Single Call

You can also enter a call from the Contact tab

Creating a Single Call

Even from the Program/Job Screen

Creating a Single CallOr during Payment or Production Entry

In case a note accompanies a payment, or is written by your technician on an invoice

Creating a Single Call

There will be some information automatically on this screen

Along with the “Default” Status/Outcome

Who entered the call and when

Creating a Single Call

At the bottom of the screen, you will see additional information

At the top, we see the customer’s name and Residential (or preferred) phone number

The color banner here represents the customer’s status (green, red, yellow, light blue)

Creating a Single Call

The bottom area also shows the current season’s programs and jobs

Double-click on any service to launch its Program/job screen

Creating a Single Call

The customer’s flags and balance information are displayed in lower right corner

Creating a Single Call

You can hide this bottom information by clicking on the

“Fewer Details” arrow

Or retrieve it by clicking on the “More Details” arrow when

collapsed

Creating a Single Call

Clicking on the underlined name will launch the customer screen

Creating a Single Call

You can change the name and phone number for contact information without affecting the actual customer record

Creating a Single Call

and add notes for this call

Assign this call to one of your employees

Creating a Single Call

There is an automatic spell check in the call log. Right-click on the underlined word for correct spelling.

Creating a Single Call

You can choose a “topic”. Reports can be run for calls relating to a topic

A series of clicks will unveil topics and allow you to select

Creating a Single Call

If desired, you can schedule this call-back for the future. This is a good idea for following up service concerns or collection calls

We are now ready to Save (f10) this call

There are several ways to view a call

You can go to the customer record and bring up the “Contact” tab

There are several ways to view a call

You can view all calls for this customer, along with their notes, statuses and entry, completion and due dates

Just double-click and this call will come up for editing.

If you do not have rights to edit other people’s calls, you will see this call, but cannot bring it up for editing.

There are several ways to view a call

From the Customer’s History tab, if in “Consolidated” mode

Call View Screen

To view and return calls, click on the Phone icon on the top navigation bar

Call View ScreenIf this is the first time you have opened the Call Log, you will need to set your Options, defining which calls you wish to view.

The next time you access this screen, it will remember your settings (if you answer “Yes” when you exit this screen)

Call View Screen

Each of these Filters will be highlighted if selected (you can click on it to select or de-select)

Call View Screen

To change the settings of one of these filters, click on the “Settings” icon

Now, let’s look at the options available.

Call View ScreenCalls due (time)

Note: it is possible to show ONLY the calls with an upcoming due date/time (by unchecking these two boxes)

Call View ScreenWhich employees’ calls do you wish to review?

You should choose yourself. To choose “All”, click in the box next to the search

Suggestion: Create an employee called “Any Manager” or “Any technician” and assign calls to it. Every designated employee can view that call and the first one who comes in can take it.

Call View ScreenCall Statuses

You may wish to click on the “Unresolved” button to only show the calls that need to be returned

Call View ScreenCalls Viewed

If you wish to only show the calls that nobody has opened yet. This is a filter you would likely disable most of the time.

Call View ScreenCalls entered (date)

You can view only the new calls, for example

Call View ScreenCalls completed (date)

You can filter to show only the recently resolved calls.

Call View ScreenCalls due (date)

You will probably want to show only the calls due today or earlier. Make sure you check “Include calls without due date”

Call View ScreenRefresh time

While you have the Call View Screen open, you can set a periodic refresh time, for the system to look for all calls that currently fit the filters, removing old calls while adding new ones to the list

Call View ScreenColor Option

You can uncheck to show only the account number and call status in color

Call View Screen“Pop Up” Options

You can have notices pop up when your calls (or anyone’s) reach their due date and time

Call View Screen

If we scroll to the right, we can see more columns:

Like with other screens (like history and customer search), you can drag more important columns into the default viewing area (if you do collection calls, the balance is vital).

Here, we see information about the customers and their calls.

Call View Screen

The Account Number field shows the customer status (green, red, yellow, light blue), but the other fields show the colors chosen in parameters.

(Black lettering on white background if nothing

selected)

Call View Screen

You can choose the order of calls by any field (ascending or descending) and it will remember your choice. Just click on the column heading.

When opening or refreshing this screen, the focus goes to the top of the screen. Therefore, we recommend click on Entered, descending (with arrow pointing down), so that the newest calls are always at the top

Call View Screen

We see the number of calls displayed for the selected filters

Call View Screen

By default the calls are listed (“Details”)

But you can summarize by employee or call status (for the filters selected)

(hit arrow to see details)

Call View Screen

You can search for calls by looking for “Keywords”

Note: all other filters are still applied

Call View Screen

When a call is selected (highlighted), you can bring up the customer’s main screen by hitting “View Customer Details”

Call View Screen

You can right-click on a call to access a call

View = open up the call

Take = edit the call, put in your name

Edit = edit the call (you will be prompted to adopt the call if it is not in your name)

View/Edit within a list = will allow you to scroll through calls by hitting the previous/next buttons

Detail View Screen

We are ready to return Mrs. O’Brien’s call. We just double-click on that line and her call will come up in edit mode

Detail View ScreenBecause we are in Edit

mode, a second “Outcome” has been added

and we can make our notes for this attempt

You can make your notes as long as you wish, even pasting lengthy e-mail messages here.

Detail View Screen

We would then change the “Outcome” of this attempt, which would change the “Status” indicated in parameters.

Because it is a Resolved status, a Completed date is filled in.

Detail View Screen

If no notes are entered and no “Outcome” is selected, this attempt will not be logged

It is important to log an attempt, even if it is “Busy Signal”, “Left Message” or “No Answer”

Detail View Screen

What else could Greg have done here?

He could have assigned this call to someone else He could have marked it due

later that day or another day

Detail View Screen

We can create a new “Service Call” for this customer

Detail View Screen

We can Forward this call to other employees (also keeping for ourselves). Hit the button, then Ctrl + Left click to choose employees to receive

This is good for “Announcements” to your employees

Detail View Screen

You can print this call info to give to another employee

We will see how to print multiple calls later

Detail View ScreenYou can hit “E-mail”, which will open an Outlook e-mail addressed to this customer, with the notes of the current Attempt

Detail View Screen

You can send a Text Message to an employee with the contents of the call log notes

Choose the employee and his/her cell phone data. Type in “From” whom and any notes that did not come over from Call Log notes.

Detail View Screen

Click on the “stack of coins” icon to launch a Payment Entry screen for this customer

Non-customer callIf you want to add a call from a non-customer (or a message from you), go to the Call View tab and hit the “Add” button from the top bar

And a blank Call Entry screen pops up without any customer information

This is the only type of call that can be marked “Private”, not able to be viewed by anyone else