What does this section cover?

Navigating to the Communication Centre

Using the Communication Centre

Use the Communication Centre to: 

• Make outbound or take inbound calls with CTI
• Load customer or prospect customer information by using available search options
• Update Contact Information details
• Perform a number of actions related to Customer Care and Customer Financials

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Restrictions

Anchor
search

search

Searching for customers in the Communication Centre

The Communication Centre is used to search and load an existing customer informationContact Information. This enables agents to perform a quick search Quick Search for existing customers through a configurable list of quick search Quick Search criteria. This set of The criteria are configurable through the Configuring Communication Centre Definitions  

Navigate to CRM APPLICATION > COMMUNICATION CENTRE > ACCESS COMMUNICATION CENTRE
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You can search for a contact in 3 different ways:

1. BASIC SEARCH

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1. 1. Search by: A select box including all the search fields which were

quick search

2. 1. Quick Search enabled in the

active 

3. 1. 'Active' Communication Centre

definition

4. 1. Definition,

in

5. 1.  in the defined order

which was also defined there

6. 2. Operator: A select box including:

      • =
(Equal): Exact Match requiredLike
7. 1. •  : Equal, an exact match is required

      • Like : Use the "%" in front or behind the text of what you would like to search, or just type the Beginning of the word without using '%'

        Note
        Like : %ria will retrieve all words ending with "ria" Like: Ma% will retrieve all words starting from "Ma" Like: Mar will retrieve all words, starting with Mar Like: %ari% will retrieve all words that have the letters "ari" within them  Like: Mar will retrieve all words, starting with Mar

       Operator is automatically set to the default
one
8. 1. as specified in the
active 
9. 1. 'Active' Communication Centre
definition
10. 1. Definition
    2. Search  Value: A
quick search
11. 1. Quick Search field as explained in 
Using
12. 1. Working with Summary Pages
- Quick Search
13. 1. 
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14. ADVANCED SEARCH

    1. Additional criteria can be found in the

advanced search window

15. 1. Advanced Search window (Advanced Find) which is part of the toolbar.


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16. 2. Communication Centre Advanced Search

,

17. 1. is divided

in 4

18. 1. into four criteria sections. Fields included in each of the sections

are only the ones that are enabled for advance search in the active Communication Centre definition

1. Contact information criteria

2. Contact information address criteria: This section also provides the option to search for any address or just the subscription or billing address

3. Accounts receivable criteria

4. Subscriptions criteria

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19. 1. must be enabled for Advanced Search in the 'Active' /wiki/spaces/WIP/pages/10008521

       1. Contact Information criteria

       2. Contact Information address criteria

       3. Access Token criteria

       4. Accounts Receivable criteria

       5. Subscriptions criteria

    2. Define your criteria and click on SEARCH
    3. Select the
contact based on your needs


COMMUNICATIONS 

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20. 1. contact you were searching for
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21. COMMUNICATIONS

1. 1. Click on 

COMMUNICATIONS in

2. 1. COMMUNICATIONS in order to

search for

3. 1. look for a contact by retrieving

the latest communications

4. 1. Communications created by the logged in user in chronological order, starting from the most recent

one. On selecting a communication the contact information related with that communication is automatically loaded in the communication centre

5. 1. ones

   2. Selecting a Communication to load its associated Contact Information in the Communication Centre.
      

      Status
      colour Green title Available from CRM.COM R10.0.0

       -  the maximum number of

communications

6. 1. Communications to be retrieved is defined

in 

7. 1. in the Communication Centre Definition. If

nothing

8. 1. none is defined, then all of the

communications

9. 1. Communications created by the logged in user will be retrieved.

System Processing

Once the user selects a contact from the results retrieved, the following are available:
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ACTION PANEL

A section which

1. 1. 
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Available Actions and Information  

As long as a Contact Information has not been selected, the Communication Centre's functionality is limited to logging new Contact Information and Retrieving the Secret Code of Vouchers. 

When a Contact Information is selected, the following actions become available if defined in the active Communication Centre Definitions
 

1. ACTION PANEL
   The panel provides a set of actions that can be performed by the user directly through the Communication Centre. Only the actions that are enabled in the

   active 

   'Active' Communication Centre

   Definitions

   Definition are displayed in this section.
   

   You can find instructions

   Instructions on how to use each action

   on their respective manual

   , can be found in the respective Manual pages:

   1. 1. Log Person Information
      2. Log Company Information
      3. Create New Accounts Receivable
      4. Become Subscriber
      5. Pay a Bill
      6. Use Voucher
      7. Retrieve Voucher Secret Number
      8. Schedule an Activity
      9. Plan a Job
      10. Create a Communication
      11. Raise a Service Request
      12. Take a Lead

   CONTACT INFORMATION

2. CONTACT INFORMATION
   The section provides information that can be found in the Data Entry page of the Contact Information. Click on ADD MORE INFORMATION to access the Contact Information Data Entry screen and modify the Contact Information. 

   For each Contact Information the following information is available:    

   1. Addresses

   2. Phones

   3. Emails

   4. Accounts Receivable

   5. Non Completed Activities
      
      

3. SUBSCRIPTIONS
   The section provides a list of all the Subscriptions

   Financials:

   related to the selected Contact Information.  Click on MANAGE SUBSCRIPTION to access the Subscription Data Entry screen and modify the Subscription. 

   For each Subscription the following information is available:

   1. Billing Terms

   2. Mandatory and Optional Subscription Services
   3. Installed Items
      
      

4. FINANCIALS
   The section provides all the Accounts Receivable related to the selected Contact Information. Click on MANAGE ACCOUNT to access the Accounts Receivable Data Entry screen and modify the account. 

   For each account

   that

   the

   contact owns the following are listed

   following information is available:

   1. Bills

   2. Financial Transactions

   3. Payments

   4. Used Vouchers

   5. Wallets
       

5. JOBS
   The section provides information on the Jobs
6. Completed
Non Completed: which that are related to the selected Contact Information, separated in two tabs: 
1. Non Completed, which includes Jobs that are in a 'Draft', 'Pending', 'In Progress' Life Cycle State
2. Completed, which includes Jobs that are in a 'Completed' and 'Cancelled' Life Cycle State
   Service RequestsCompleted
   
7. SERVICE REQUESTS
   The section provides information on Service Requests that are related to the selected Contact Information, separated in two tabs: 
   1. Non Completed: which , which includes Service Requests that are Draft, in a 'Pending', 'Responded', "Temporarily Resolved" and 'Final Resolved' Life Cycle State
   2. Completed, which includes Service Requests that are in a 'Completed' and 'Cancelled' Life Cycle State
      Customer ManagementActivities
      
8. CUSTOMER MANAGEMENT
   The section provides entries of Customer Care modules that are related to the selected Contact Information, including:
   
   1. Activities
      1. Non Completed, which includes Activities that are in a 'Pending' and 'In Progress' Life Cycle State
      2. Completed, which includes Activities that are in a 'Completed' and 'Cancelled' Life Cycle State
   2. Communications
   3. Notifications
      1. Non Completed, which includes Notifications that are in a 'Pending' Life Cycle State
      2. Completed, which includes Notifications that are in a 'Completed', 'Rejected' and 'Completed and Removed' Life Cycle State
   4. Leads
      1. Non Completed, which includes Leads that are in a 'Pending' and 'In Progress' Life Cycle State
      2. Completed, which includes Leads that are in a 'Lost' and 'Won' Life Cycle State
         
         
9. REWARDS
   The section provides a list of all Rewards Participants related to the selected Contact Information.  Click on MANAGE REWARDS PARTICIPANT to access the Participant Data Entry screen and modify the Participant'd information or VIEW PARTICIPANT HISTORY for detailed Rewards related information.
   
   For each account that the contact owns participant the following are listedinformation is available:
   
   1. Participating Reward Schemes
   2. Wallet Information 

      Status
      colour Green title Available from CRM.COM R10.0.0

   3. Award Reward Transactions
   4. Spend Reward Transactions
   5. Award Expiration Transactions 

      Status
      colour Green title Available from CRM.COM R10.0.0

   6. Customer Events 

      Status
      colour Green title Available from CRM.COM R10.0.0