Usage:
The My Calls menu is designed to keep track of all calls, easily search call records, and create new calls or delete existing ones. The My Calls menu contains relevant information about all existing calls, but is also an easy way to check on specific calls using the available filters and search options.
My Calls navigation |
Navigation:
You can access the My Calls form by:
•Clicking on My Calls icon (left screen shot) in the left Menu tab •Navigating to View > My Calls •Pressing F4 key on your keyboard. |
My Calls navigation |
The following form will open:
My Calls form
The My Calls form is divided into several rows and columns which include different types of information. ➢ Grid section: In the middle of the My Call form is the grid where calls are displayed and details of each call can be viewed.
My Calls form - Grid
➢ Query section: These fields allow the user to search between all calls:
My Calls form - Query
•Query - Select a query from the drop down list to filter calls. Some examples include All Calls, Calls that have a specific status, and Calls with Documents. •Show Call For User - Select a specific User from the drop down list to display only those calls assigned to the selected User. •Show only Call Type - Select a Type from the drop down list to display only calls of that Type. •Show only Call Status - Select a Status from the drop down list to display only calls with that Status. •Search in Calls - Enter the text you would like to search for, then click on the search icon. Note: These search options can be combined in order to filter the calls and to receive only the specific records you are looking for.
➢ Customer section: All fields in this section are for display only and are meant to provide information about the customer associated with the selected call.
My Calls form - Customer Information Selecting any call in the grid will provide the following information: •Customer Details - Displays Customer ID, name, phone, email, practice name, address and dates of the customer's first and last cases. The following options are also available in this section: ❑ ❑ ❑ ❑
• You can add the customer to an existing campaign by clicking on the
➢ Call Notes are displayed on the bottom of the form in a yellow text field. All notes that were added to the selected call are displayed from newest to oldest. Two options are available for call notes to display. You can view a call note as: •Text - if you select
My Calls form - Notes in text mode •Grid - if you select
My Calls form - Notes in grid mode |
- call selected customer
1.On the My Calls form, click on 2.The Select a Customer for the Call form will open. 3.Select the Customer you want to create a call for and click 4.The Phone Call and Notes form will open. 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 you will find: Add new Call form - General tab
1.Call Number, Due Date and Customer Address are displayed in the header. The Call Number will be assigned automatically on save. 2.To select a different Customer for the call, •Click on •On the Select a Customer for this call form, click on the customer you want to use. You can choose either a customer or practice doctor. •Click on 3.Fill in general information such as the Call Type, Description, Talk(ed) To, Direction and Priority. For the Direction, you can select Inbound for incoming calls or Outbound for outgoing calls. Once the call is added you can pick a different Direction for the new notes you enter, but you can not change the Direction for existing notes. Note: Depending on the options selected in File > Global Settings > Global > Calls, some of the fields may be required in order to save. Be sure to populate all required fields before continuing. 4.In the Assign This Call To section, fill in the Department and select the User to assign the call to. The User field is populated by default with the current user, but it can be changed as needed. 5.The default Status will be Pending, but you can select any other available statuses from the drop down list. 6.Case & Patient Information - Enter a Case Number here to link the call to a case. You can scan the case barcode or manually enter it by clicking the
Add new Call form - General tab - Case is added ➢ If a case is associated with the call, the following options will be available: • • • • 7.Dial Customer - Call the customer by selecting the phone number from the dropdown menu and clicking 8.Alerts and Notifications - You may notify the assigned User, the Department Manager, or select multiple Users to notify. The notification can be sent via ePop, Text Message or Email. Note: If there is no User or Department assigned to the call these options will be disabled. ➢ If a case is associated with the call, the following options will be available: •Flag this call •Print this note on Workorder - If checked, the new notes will be printed on case Workorder. •Print Workorder on Save - If checked, the Workorder will be printed immediately after the call is saved. •Add this Note to Invoice Notes - If checked, the call notes will be printed on Invoice. •Print Last Call Note on Workorder - This box will be checked if the last note added to the call is set to print on the Workorder. 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 to the CSR Adviser set on the Customer form. If the CSR Adviser field is blank, Talked to will default to the current user. ➢ Direction - Each new note has a Direction associated with it. ➢ Options to the right of the Direction field are: Common Notes, Check Spelling, Copy to Clipboard, Paste from Clipboard, and Speech to Text. ➢ Share New Notes With: •Customer or Doctor •Technician @ Technician Bench •LabConneX Customer •LabConneX Production Lab •LabConneX Portal Production 10. Below New Notes is the Previous Notes section where the previously entered notes will be displayed. If previous notes exist, you can view them as: •Text - If you select •Grid - If you select ➢ On the Options tab:
Add new Call form - Options tab 11. Follow up - You can Reschedule this call by checking this option. Enter a Due Date and Due Time, and optionally Set Reminder to receive a notification prior to the Due Date/Time. 12. Customer and Case Alert - If you wish to create a Case Alert, check Create Alert and then select On Case Entry / Edit and/or On Invoicing. You can also set the Expiration date, after which the alert will no longer appear. 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. You may also check Do not link this Alert to the Case to avoid linking the alert to the selected case. 13. Call Information - Includes 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 15. Click Save once all information is entered. The call will be created and displayed in the grid. |
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button.1.On the My Calls form, select the call you wish to update. 2.Click on the 3.Make the desired changes. 4.Click Save after all changes have been made. |
1.On the My Calls form, select the call you wish to delete. 2.Click on the 3.Select Yes when prompted for confirmation. 4.The call will be deleted and removed from the list. |
1.On the My Calls form, select the call you wish to memorize. 2.Click on the 3.Memorized calls can be accessed when viewing the list of calls in the “My Calls” forms or “Department Calls” forms. |
See also: