Recording Call Actions
Use the Call Actions window to recommend follow-up activity after recording a customer call. You can place items in dispute, mark an item for further collection action, or update or delete existing disputes. See: Placing an Item In Dispute.
You can define additional call actions in the Receivables QuickCodes window. See: Reviewing and Updating Receivables QuickCodes.
Note: You can only create new rows in the Call Actions window; you cannot modify existing data.
To record a call action at the customer or site level:
2. Choose Actions, then enter the Action to take as a result of this call.
3. Enter the Amount that corresponds to the action you entered. For example, if you entered a Credit Memo call Action, enter the amount of this transaction to credit.
4. Enter the name of the person to Notify about this call (optional).
To record a call action against a specific transaction:
1. Navigate to the Customer Calls window.
2. Enter the Collector for this customer.
3. Enter the Transaction Number, or select from the list of values. Receivables enters the customer information.
4. Enter the contact's Name and Phone Number.
5. Open the Response alternative region, then enter the customer's Response, an Outcome, your Notes, and any recommended Follow Up Action for this call (optional). You can define standard customer responses in the Receivables QuickCodes window. See: Defining Receivables QuickCodes.
6. If the customer promises to remit payment, enter the promise Date and Amount, and the forecast Date and percent you expect to collect. The default currency for the Promise Amount is your functional currency.
7. Choose Topics, then enter an Outcome, Response, and a follow-up Action and Date.
To view the number of Days Late and Balance Due for this transaction, open the Transaction alternative region.
Note: If the profile option AR: Show Billing Number is Yes, Receivables displays two Transaction Number fields in the Call Topics window. The first field displays the Consolidated Billing Invoice number associated with this transaction. The second field displays the transaction number. See: Consolidated Billing.
8. To enter an action for this call, choose Actions, then enter a collection Action, the outstanding Amount, and any Notes (optional). Information you enter here appears in the Scheduler window for future collection action.
Alternate method:
1. Navigate to the Account Details window.
2. To limit your display to only certain accounts, enter selection criteria. For example, choose a transaction status and Bill To customer, or enter the low and high values of account balances or Amounts Past due to select only those transactions. Leave a field blank if you do not want to limit the search to transactions matching that criteria.
3. Select the transaction, then choose Call.
4. Choose Topics, then enter an Outcome, Response, and a follow-up Action and Date.
To view the number of Days Late and Balance Due for this transaction, open the Transaction alternative region.
5. If the customer agrees to pay, open the Promise/Forecast alternative region, then enter the Promise Date and Amount and the Forecast Date and percent you expect to collect.
Completing a Call Action
You can indicate that a specific call action has been executed by marking it 'Complete' in the Call Actions window. Completing call actions lets you track items that require additional customer contact and record your progress.
1. Navigate to the Customer Calls window.
4. Check the Complete check box next to the call action.
See Also
Placing an Item In Dispute
Credit Holds
Completing a Collection Action
Call Actions Report
Receipt Promises Report
