Searching for a Customer
When a customer calls in, you can enter the details for the call in Web Call Entry. First you must search for the customer in order to populate the necessary information for submitting the call.
To search for a customer, complete these steps:
1. Verify that you have selected the preferred search option settings. Select the Options menu to view the current settings.
2. Enter all or part of the customer's information in the Searchable Information fields (for example, name, telephone number, and so on). Typically you will fill in search information in only one of the fields for a search.
3. Click the Search button on the toolbar, or press Enter. If a match is found, the customer information is displayed on the Web Call Entry window.
4. If more than one customer matches the search criteria, the Customer Selection dialog box displays the search results display in a table that contains the customer's account number, name, address, city, state, zip code, and telephone number. You can use this information to confirm that you are entering an event for the correct customer.
5. Select the customer from the list and click the OK button. The customer's information displays on the main Web Call Entry window.
Searching for a Customer Using the Call ID
When a customer calls in to follow up on a previous call, you can search for that call in Web Call Entry.
To search for a call using the original call ID, complete these steps:
1. Enter the call ID in the Searchable Information Call ID field.
2. Click the
Search button on the toolbar, or press Enter. If a match is found, the Call History window opens. (See
“Viewing Call History”.) Skip to step 5.
3. If more than one call matches your search criteria, the Call Selection dialog box opens. The search results display in a table that contains the call date/time, name, address, city, state, zip code, and telephone number. You can use this information to confirm that you are retrieving the correct call.
4. Select a call from the list and click the OK button. The call's information displays on the main Web Call Entry window.
5. Confirm that it is the correct call and click the Load button. The Call History window closes and the call information displays in the Web Call Entry window.
Search for a Call using Caller Information
To search for a call using previous caller information, complete these steps:
1. Verify that you have selected the preferred search option settings. Select the Options menu to view the current settings.
2. Enter all or part of the caller's information in the Searchable Information fields (for example, name, telephone number, and so on) Typically you will fill in search information in only one of the fields for a search.
3. Click the Call Search button on the toolbar. If a match is found, the call information is displayed.
4. If more than one call matches the search criteria, the Call Selection dialog box opens (see above). The search results display in a table that contains the call date/time, name, address, city, state, zip code, and telephone number. You can use this information to confirm that you are retrieving the correct call.
5. Select a call and click the OK button. The call information displays in the Web Call Entry window.