Before creating a Call, please make sure you have configured the correct set-up options for calls accordingly to your needs.

➢File > Global Settings > Global > Calls. This form contains fields mandatory to set on call creation.

Also please make sure you have already added the necessary prerequisites to the database such as:

➢Department -> Path: File > Global Settings > Global > Products & Tasks Lists  >Departments

➢Call Type -> Path: File > Global Settings > CRM Lists > Calls >Types

➢Description -> Path: File > Global Settings > CRM Lists > Calls >Descriptions

➢Priorities -> Path: File > Global Settings > CRM Lists > Calls > Priorities

➢Status  -> Path: File > Global Settings > CRM Lists > Calls > Status

➢If you need to link the call to a case you also need a valid case number. For details of how to create a case please see this topic.

New calls can be created by following different paths. The following information represents the steps of creating a new call and it is exemplified on the 3.Calls and Notes tab on Customer form. If you access the Phone Call and Notes form from a different screen then please ignore the first step as you may already have the new call form opened.

1.On the 3.Calls and Notes tab on Customer form form click on - Add Call.

2.The Phone Call and Notes form will open. Also, when the form opens, the Customer name and Phone number will automatically display in the form header.

The Phone Call and Notes form has two available tabs: General and Options.

➢ On the General tab:

Add new Call form - General tab

1.Call Number, Due Date and Customer address are displayed in header. Call number will be assigned automatically on save.

2.Customer can be changed:

•Click on

•On Select a Customer for this call form click on the customer you want to add. You can choose between customer or practice doctor.

•Click on when done.

3.Fill in any General information, such as the Call Type, Description , Talked(ed) To, Direction and Priority fields. For the Direction you can select if the call is Inbound to show inbound for incoming calls, or Outbound for calls made by users, when the call is created. Once the call is added you can only change the Direction for the new notes you enter.

Note: Depending on the options selected in File > Global Settings > Global > Calls, some of the fields may be mandatory and the call cannot be saved without filling in those fields. Make sure that all the mandatory fields are populated before going further.

4.In the Assign This Call To section fill in the Department and select the User for which the call will be assigned to. The User field is populated by default with the current user but it can be changed if necessary.  

5.Default Status is Pending, but you can select any other available statuses from the drop down list.

6.Case and patient information - enter case number to link the call to a case. You can scan the case bar code or manually enter by clicking on and clicking on the case in Case Finder form. You can read more info on this topic.

Add new Call form - General tab - Case is added

➢If the Case number is entered then following options will become available:

•  - Clear case link - if clicked the case number will be removed.

• - Open Related Case - will display case details.

• - View Related Case Documents  - Case Images and Attachments form is displayed with the list of all attachments of the selected case.

• - Print Workorder for related Case - will print the Workorder. Note that the Workorder will be printed on the printer set in File > Global Settings > Global > > Printers or in File > Personal Settings > Printers if the user is allowed to make changes.

7.Dial Customer - Call the customer by simply selecting the phone number and click on .

8.Alerts and Notifications - You may Notify the Assigned User or select multiple Users to notify. Or you may notify the selected Departments Manager. The notification can be sent via ePop, Text Message or E-mail.

Note: If there is no user or department assigned then these options will be disabled.

➢Once the case is added the following options are available:

•Flag this call .

•Share with Customer.

•Print This Note on Workorder - if checked the new notes will be printed on Workorder.

•Print Workorder on Save - if checked then Workorder will be printed right after the call is saved.

•Add this Note to Invoice Notes - if checked the notes will be printed on Invoice.

9.In the New Notes section you can write the Notes that will be displayed on this call. Available options when new notes are entered are:

➢Talked to - When adding a new Call, this field will default to who has been chosen in the CSR Adviser field of the Customer form.  If CSR Adviser field is blank, the field will default to the Current user.

➢Select from Common Notes, Check Spelling, Copy and Paste.

10. Below this section is the Previous Notes section where the previously entered notes will be displayed. In this case when the Call is not created yet the Previous Notes section is blank. If there are previous notes you can view them as

•Text - if you click on

•or as Grid - if you select

➢On Options tab:

Add new Call form - Option tab

11. Follow up -  You can Reschedule this call by checking this option, enter Due date and Due Time and also you can Set Reminder. After you choose a date and time, you will be reminded of this call on the assigned date and time.

12. Customer and Case Alert - If you wish to create a Case Alert then check Create Alert option and then select Alert on Case Entry/Edit and/or On Invoicing if the created call is designed to be displayed every time a case is Created and/or Invoiced. You can also set the Expiration date. Alert Notes are automatically copied from the Call Notes and may be changed as needed. You can enter text in the notes section. Alerts will be saved on Customers > Customer & Case Alerts form. See more details there about how an alert is displayed, or how it can be expired manually. You may also check the Link Option to avoid linking this alert to the selected case.

13. Call Information - Presents details of who created the call, when it was created and when it was assigned.

14.You can open the Customer form by clicking the button.

15. Click Save when all of the information is entered accordingly. The call will be created and will be displayed in the grid.

➢All existing Calls created for a Customer are displayed on Main > Customer > 3.Calls and Notes tab .

➢If you wish to see all calls that were created by a specific user for different customers then you should open My calls form.

➢Department Calls displays all calls grouped by department.

➢Calls related to a case are available on 4. Cases form on Call notes tab.

➢Calls that have Pending Status are also visible on the Customer main form on the Pending Calls section for corresponding customer.

Pending Calls on Customer form

1.On the 3.Calls and Notes tab on Customer form select the call you want to modify.

2.Click on button or right click on the call and select Modify.

3.Make the changes.

Please Note: If any notes were added to the Call before this update than those notes will be displayed in the Previous Notes section.

4.Click Save.

1.On the 3.Calls and Notes tab on Customer form select the call you want to reassign to another customer.

2.Right click on the call and select Reassign Call

Reassign Call

3.Click on to open Customer Search and find the customer.

4.Click OK to save the call on the newly selected customer form.

1.On Customer > 3.Calls and Notes form, select the call for which you want to change the notes by clicking on it in the grid.

2.Click on button.

3.Select the note you want to change by clicking on the record in the grid

4.Click .

5.On the Notes form the existing text can be changed. Spell Check is available and also the Print on Workorder option. If this option is checked then the notes will be printed on the linked Case's Workorder

Please Note: You can also delete or add a new note using the available option buttons.

6. Click Save to close the form and return to the previous screen.

1.On Customer > 3.Calls and Notes form, select the call that will be completed.

2.You can either simply right click on the call and select Complete.

3.Or you can open the call for edit and check the Complete option. Status will be updated automatically. You need to save the changes in order to complete the call.

Note: Call will be updated with complete status and removed from the main tab of Customer form where only pending calls are displayed.

1.On the 3.Calls and Notes tab on Customer form select the call you want to delete by clicking on it.

2.Click on option or right click on the call and select Delete.

3.Select Yes when asked for confirmation.

Note: Call will be deleted and removed from the list.