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

Restrictions

Searching for customers in the Communication Centre

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

You can search for a contact in 3 different ways:

1. BASIC SEARCH

1. 1. Search by: A select box including all the search fields which were Quick Search enabled in the 'Active' Communication Centre Definition, in the defined order

   2. Operator: A select box including:

      • = : 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 '%'

        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 as specified in the 'Active' Communication Centre Definition
   3. Search  Value: A Quick Search field as explained in Working with Summary Pages
      

2. ADVANCED SEARCH

   1. Additional criteria can be found in the Advanced Search window (Advanced Find) which is part of the toolbar.

   2. Communication Centre Advanced Search is divided into four criteria sections. Fields included in each of the sections 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

   3. Define your criteria and click on SEARCH
   4. Select the contact you were searching for
      
      
      

3. COMMUNICATIONS

1. 1. Click on COMMUNICATIONS in order to look for a contact by retrieving Communications created by the logged in user in chronological order, starting from the most recent ones

   2. Selecting a Communication to load its associated Contact Information in the Communication Centre.
      AVAILABLE FROM CRM.COM R10.0.0 -  the maximum number of Communications to be retrieved is defined in the Communication Centre Definition. If none is defined, then all of the Communications created by the logged in user will be retrieved.
       

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' Communication Centre Definition are displayed in this section.
   Instructions on how to use each action, 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

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 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 the 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 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
      
      
6. 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 includes Service Requests that are 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
      
      
7. 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
         
         
8. 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 participant the following information is available:
   
   1. Participating Reward Schemes
   2. Wallet Information AVAILABLE FROM CRM.COM R10.0.0
   3. Award Reward Transactions
   4. Spend Reward Transactions
   5. Award Expiration Transactions AVAILABLE FROM CRM.COM R10.0.0
   6. Customer Events AVAILABLE FROM CRM.COM R10.0.0