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Navigating to Communication Centre

Creating & Saving, Validations & Restrictions

Searching via Communication Centre

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

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

   1. BASIC SEARCH

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      2. Search by: A select box including all the search fields which were quick search enabled in the active Communication Centre definition, in the order which was also defined there

      3. Operator: A select box including:

         • = (Equal): Exact Match required
         • Like
          Operator is automatically set to the default one as specified in the active Communication Centre definition
      4. Search  Value: A quick search field as explained in Using Summary Pages - Quick Search

   2. ADVANCED SEARCH

      1. Additional criteria can be found in the advanced search window (Advanced Find) which is part of the toolbar.
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      2. Communication Centre Advanced Search, is divided in 4 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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   3. Define your criteria and click on on SEARCH
   4. Select the contact based on your needs
      
      
      

3. COMMUNICATIONS 

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   1. Click on on COMMUNICATIONS in  in order to search for a contact by retrieving the latest communications created by the logged in user, starting from the most recent one. 

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

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

       -  the maximum number of communications to be retrieved is defined in Communication Centre Definition. If nothing is defined then all of the communications created by the logged in user will be retrieved.

System Processing

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

      1. A section which 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 Communication Centre Definitions are displayed in this section
      2. You can find instructions on how to use each action on their respective manual pages:
         
         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

   2. CONTACT INFORMATION

      1. Addresses

      2. Phones

      3. Emails

      4. Accounts Receivable

      5. Non Completed Activities

      6. Subscriptions

      7. Financials: 

         1. For each account that the contact owns the following are listed:

            1. Bills

            2. Financial Transactions

            3. Payments

            4. Used Vouchers

            5. Wallets

      8. Jobs
         1. Completed
         2. Non Completed: which includes Jobs that are Draft, Pending, In Progress and Cancelled
      9. Service Requests
         1. Completed
         2. Non Completed: which includes Service Requests that are Draft, Pending, Responded, Resolved and Cancelled
      10. Customer Management
          1. Activities
          2. Communications
          3. Notifications
          4. Leads
      11. Rewards
          1. For each account that the contact owns the following are listed:
             1. Participating Reward Schemes
             2. Award Reward Transactions
             3. Spend Reward Transactions