Open
to maintain a customer contact.Description of Page
Enter the Person ID of the person associated with the customer contact.
Turn on the Open switch if the event that necessitated the contact hasn't been resolved. For example, if a taxpayer calls asking for some information and you can't resolve it immediately, you would turn on the Open switch and enter an appropriate entry in the Log.
Enter the Contact Date and Contact Time.
The User ID of the user who created the contact is displayed adjacent to Contact Date / Time.
Every customer contact has a Contact Type that classifies the record for reporting purposes. Every contact type, in turn, references a Contact Class. The class categorizes customer contacts into larger groupings for reporting purposes.
Use Comments to describe the contact.
If a letter template is associated with the customer contact type / class:
Letter Information describes the status of the letter (i.e., whether it has been printed or not). The letter information will also indicate if the letter has been suppressed from printing, or that the system attempted to suppress printing but that the letter was already extracted.
If the letter has been printed and you want to reprint, please turn on the reprint switch (this will cause the letter to be reprinted the next time the respective letter print background process executes).
If your implementation team has configured the system to support online letter image display, the Display Letter button appears. When clicked, the image of the letter is rendered in a PDF and displayed in an Adobe reader. Refer to Technical Implementation Of Online Letter Production for information about configuring the system to enable the capability.
The grid that follows contains a diary of past (and future) events related to the customer contact. Refer to A Customer Contact May Trigger Reminders for more information about when you would use this log.
There are two ways to add a row to the log:
You can click the + button to add a new row.
You can navigate to the Log tab and insert a new row into the scroll.
Regardless of the method used to add a log entry, the following information appears on a log entry:
Create Date / Time is the date and time when the log entry was created.
Created by identifies the user that created the log entry.
Use Comments to describe the reason for the log entry. If you have lengthy comments, we recommend navigating to the Log tab (by clicking the adjacent Go To button) as there is a larger input field on this page.
The remaining fields are only used if you want the system to remind you about this customer contact on a future date. If you enter these fields, the system will create a To Do entry to remind you about the customer contact.
If the To Do entry should be addressed to a specific user, choose a Reminder type of Send to User and enter the user's User ID.
If the To Do entry should be addressed to a group of users, choose a Reminder type of Send to Role and enter the user group's To Do Role.
Use Trigger Date to define the latest date on which the To Do entry should be created. The reason we indicated this should be the latest date is because the background process that's responsible for creating these To Do entries has a parameter called "lead time". This parameter is used to define the number of days before the Trigger Date that the To Do entry should be created. Note, the batch control ID of TD-CCCB is used to refer to this background process.
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