➢If you choose navigation paths 1, 2 or 3 then the following form will open. The only difference is that navigating to Tools > New Follow-Up Call you will first be required to select the Customer ID to create the call for. To do that, click on the icon next to Customer ID and select the Customer from the Customer Search form.

New Follow Up Call form

1.Call Number will be assigned by default after saving.  

2.Customer ID is displayed. To select a different customer:

➢Click on next to the CustomerID field.

➢The Customer search form will open.

➢Select the Customer from the list.

3.Assign This Call to: User or Department.

4.Enter General info such as: Call Type, Description and Talk To person.

5.Set Due Date in a specific number of Days, Weeks or Months, or on a specific date and time.

6.Set Reminder by checking the box next to the option and selecting how far in advance from the due date the user should receive the reminder. The reminder will be delivered by ePop.

7.Enter all Call Notes.

8.Click .

➢Users can also create Follow-Up Calls while creating a Call from the Customer > 3.Calls & Notes tab. For more information on creating calls, please see this topic.

Create Follow-Up call when creating a call

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To create the Follow-Up Call:

1.Open the call for edit and select the Options tab.  

2.In the Follow Up section, check the Reschedule this Call option.

3.Set the Due Date and Due Time.

4.Set Reminder by checking the box next to the option and selecting how far in advance from the due date the user should receive the reminder. The reminder will be delivered by ePop.

5.Second option: Create a new Follow-Up Call on Completion is available only when the call is set to complete. This way the existing call will be completed and a new Follow-Up call will be created.

6.If this option is changed and the call is saved, the Follow-Up Information form appears.

Follow-Up call information on call completion

7.Enter:

➢Call Type

➢Description is already populated, but you may enter any text

➢Set Due Date in a specific number of Days, Weeks or Months, or on a specific date and time.

➢Set Reminder by checking the box next to the option and selecting how far in advance from the due date the user should receive the reminder. The reminder will be delivered by ePop.

➢Assign This Call to a User and/or a Department.

8. Click to save the new call.

➢The last available option to create a Follow-Up Call is to create a call on case entry or edit. For information on creating cases, see this topic.

Create Follow-Up call on Case form

1.Open the case for which you would like to create the call.

2.Click on the FollowUp Call tab.

3.Check the Create Follow-up call after Save option. The call will be created when Save button is clicked on the case form.

4.You can either create a Simple Call

➢ Enter: Call Type, Description.

➢ Optionally, check the option to Assign to Customer Service representative.

➢ Select a User and/or Department to assign the call to.

➢ Enter Call Notes.

➢ Optionally, select the option to Print Notes on Work Order.

➢ Call Completed - Check the Call Completed option if you would like the call status to be Completed. Otherwise the status of the call will default to Pending once the case is saved.

➢ Click to Save the changes and create the Call.

5.or Advanced Call with Notification Options (after Save)

➢ Click to Save the Case.

➢ Phone Call and Notes form displays enabling you to create a new Call.

➢ Please see the following topics to find out more about how to create a call and a follow up call on this page:

•Follow up calls on Phone Call and Notes form

• How to create a call