Viewing Call History

Call History allows you to view a historical record of customer calls. This is important for managing the relationship with customers who are repeat callers. Once you have selected a call from the customer's call history, you can view the details for the call.

Call History offers a tabular summary of each call a customer has made that is still in the database. The calls are chronologically ordered by call date, but can be sorted by any of the other columns by clicking on the column header. Click the column header once to sort in one direction (for example, ascending order), and click a second time to sort in the other direction (for example, descending order).

You can access Call History by clicking the Call History button on the toolbar or selecting Call History... from the Actions menu.

Note: Your system administrator sets up the amount of call history data maintained in the database.

Call History User Interface

Call History displays the following sections.

Call History

• The Call Date column contains the date and time the customer call was entered.

• The Trouble Codes column contains the trouble conditions for the event (for example, out).

• The Customer Comment column contains comments from the customer as entered by the call taker, if any.

• The Active column is an indicator of whether the call is active. Values are:

• Y - Yes, call (and associated event) are still active

• N - No, call (and associated event) are resolved

• C - Canceled, customer called back to cancel call

• E - Canceled, operator canceled event via Work Agenda

• The Reported ERT column contains the ERT value that was explicitly provided to the customer on that call.

• The Call ID column contains the unique ID generated when call is entered into system.

If you select a row in the table, the details for that call are displayed in the window below the table. The call details include customer information, callback request information, event information (for example, cause), and customer comments. The information on the Call History window is view-only except for the Callback Phone and the Customer Comment area. The fields on the Call Details window generally match the fields on the main Web Call Entry window.

Call Taker ID

• The Call Taker ID field displays the ID of the user who recorded the call.

Control Zone

• The Control Zone field displays the Control Zone where the problem is located.

Call Information

• The Reported Start Date field is a field that indicates when the event was first reported to have started.

Customer Information

• The Call ID field contains the unique Call ID generated when a call is entered.

• The Account # field contains the customer account number.

• The Telephone field contains the customer telephone number.

• The Name field contains the customer name.

• The Address field contains the customer address or the address for the problem location.

• The City field contains the city, state, and zip code.

• The Customer Type field is a field that indicates the type of customer (for example, critical). If a customer type has not been designated for the customer, this field will have a value of zero (0).

• The Customer Asset field is a field that indicates the asset name associated with the customer.

Appointment Request

The Appointment Request section includes the following fields:

• Type is a drop-down list that allows you to select the appointment type:

• None, the default value, signifies that there is not an appointment request for the call.

• After signifies that an appointment is being scheduled within a range after the time given in the Date/Time field. For example, scheduling a meet between 8:00 a.m. and noon would have range of 04:00 and a time beginning at 08:00.

• Call Before is for appointments where there is not a specific time or range, but the customer needs a certain amount of forewarning prior to the appointment. For example, it may be the time required for the customer travel from work to their home for the appointment.

Callback Request

• Call Before Date is a radio button that indicates that the customer wanted to be contacted (called back) when the event is restored.

• No Callback Requested is a radio button that indicates that the customer did not want to be called back regarding the event.

• The Callback Phone field contains an optional phone number that was entered if the customer wished to be called back at a different number than the primary phone number on their account.

Last Callback

• This displays the last Callback Time and Callback Result.

Request

• Power is a drop-down list that indicates the status of the power (for example, dim lights).

• Cause is a drop-down list that indicates the cause (if known) of the event (for example, tree limb on wire).

• Description is a drop-down list that indicates an additional description of the event (for example, sagging wire).

• Street Light is a drop-down list that indicates problems with streetlights or traffic lights.

• Meter is a drop-down list that indicates an action needed in regard to the meter (for example, connect).

• Meet is a drop-down list that indicates whether emergency or other personnel were to be met on the scene (for example, meet fire).

• Priority is a drop-down list that indicates whether the event is/was a priority situation (for example, extreme/life).

• Other is a drop-down list that indicates whether or not the call was simply an "informational" one (the call to cancel a previous call doesn't show up in the Call History, so this would never display the value of "Cancel").

Customer Comment

• The Customer Comment field displays the remarks of the caller, if any.

Toolbar Buttons

• The Load button loads Customer Information (based on the call) in the Web Call Entry window and closes the Call History window. Other information, such as Events and Crews, will be populated as if you had searched for the customer in the Web Call Entry window.

Note: The Load button is only enabled if the search was based on Call ID.

• The Save button saves any changes to the Callback Phone or Customer Comment fields and closes the Call History window.

• The Cancel button allows you to cancel the selected call.

• The Close button closes the Call History dialog box.

• The Help button displays help for this window.