Canceling a Customer Call

You can cancel a call from the Call History window. This is useful if a customer calls back to indicate that the problem related to the initial call has been resolved. You can cancel fuzzy calls using this procedure.

Note: The original call is not removed from the system; rather, its status is changed to C (canceled) and a new call is created with a status of N, indicating that the original call and its associated event have been resolved.

To cancel a customer call, complete these steps:

1. Search for the customer information. (For details on how to search for customer information, see Searching for a Customer.).

2. Click the Call History button on the toolbar or select Call History... from the Actions menu.

3. Select the call in the Call History list. The Cancel button is enabled.

4. Click the Cancel button on the toolbar. The Cancel Call dialog box is displayed.

5. Enter the reason for the cancellation, and click OK.

6. You can view the original canceled call and the new call entry in the Call History.

Canceling All Calls For a Customer Account

Use this procedure to cancel all calls for a customer account.

1. Search for the customer information. (For details on how to search for customer information, see Searching for a Customer.)

1. In the Request section of the main Web Call Entry window, select the Cancel option from the Other drop-down list.

1. Save the call by clicking the Submit Call button on the toolbar or selecting the Submit Call option from the Actions menu.

Note: Fuzzy calls must be canceled in the Work Agenda. See the previous procedure.