The initial view is the Account/Call list in the default Database Area.
The visible columns in the Account list can be selected by clicking on ‘Edit This View’ at the bottom of the page -
This will then open a popup and you can select Fields, remove Fields and also rearrange them by clicking on them on the right hand side and dragging up or down.
While in the Account list click a column heading to sort first ascending, and then descending.
The Accounts list can be filtered in various ways by using the filter button on the side Menu.
When clicking on here you will get a separate option bar open at the top where you can Filter your search. For example you can search for Accounts only under the Owner of ‘Jane Smith’.
The Owner is usually a person who owns the list of Records, but can be other things such as "Unallocated", "Old data" etc. Note when you create a Username it doesn't create a Owner so this will need to be created separately. The defaults for each User are setup in their User Profile.
The Status can also be anything you need, the defaults for each User are setup in their User Profile.
If you click on a record you can view the Account Detail screen.
The layout of this screen is controlled by Panel Views, to see other example Panel Views go to the Menu option View > Current View. This will then display a list of available Panel Views in the drop down Menu.
Account details screen buttons
Name | Description |
Close | Close this Account without saving changes and return to the Account List |
Save | Save changes and return to the Account List |
Merge template Documents, either .rtf for downloading, or .html for email. Emails can also be sent automatically according to the selected Response | |
Select a single page of text as a Call Guide this can be used as a prompt of things to say while on a Call | |
Scripts are more detailed than Call Guides, the system shows one question at a time and goes to the next appropriate question branching as required depending on answers selected | |
Contact | All details for the selected Contact Name |
Previous | Go to the previous Account in the Account List |
Next | Go to the next Account in the Account List |
Save & Next | Save this Account and go to the next Account in the Account List |
The Wrapup is a panel that requests the User to select a Response (call outcome) and/or Customer Status, set the Call-Back/Next-Action date, and enter Comments for the current activity. As you may have seen from the various example Panel Views, the Wrapup panel can be embedded in the main window or can popup when you click Save or Save&Next. Click here for more information including details on Appointment Setting. The Wrapup panel can be turned off if not required.
The Calling Process
Where scripts are not being used, the normal process is to have a defined Call List (can be predefined in the User Profile), open the first record, make the call, record any details, use the Wrapup panel to record the Response and/or Customer Status, and move on to the next Account. Remember the screen can be as simple or complex as you need. Dialing can be set to be manual or automatic. Call-backs can be managed manually in the Account List Filter or automatically presented to the caller when they are due.
Each Database Area can have up to 100 user defined fields at Account level. You can add these by going to option Menu: Setup > Field Headings > Account Additional Fields and enter the headings for each Field required.
You can add these fields to the Panels on the Account View and it is done by clicking edit this view in the Account and clicking to edit the relevant panel.
System Default Fields
You can edit the system default fields should you need to, this is done by going to Menu > Setup > Field Headings > All Fields (If you select Global it will set it over all Areas and if you select ‘Area 001’ it will only affect that Area)
Screen Design
There are two ways to modify the screen layout:
Name | Description |
Additional Tabs | This is the quick and easy way to put User Defined Fields and other information on the screen. The configuration is specific to the current Database Area. Go to the Menu option Setup > Additional Tabs. Click here for more information. |
Panel Views | Panel Views can be used in any Database Area. If you want a specific View in one Area create a new Panel View and set that Area to access the new Panel View. A Panel View consists of a number of Panels, any field can be shown on any Panel. Click here for more information. |
Data Import
To Import Data (for example, lists of Customers) go to the Menu option File > Import. Files should be in .CSV format, large files should be zipped .CSV. The system will automatically map those fields it recognizes but be sure to double check these as it is not always correct, simply click the System Field and the Import Field to manually map other Fields. The Data is Imported immediately at a rate of up to 20,000 records a minute. Note that you are in the required Database Area before starting an Import.
Reports
The system has a number of predefined screens that show call statistics. In addition you can create your own Reports by going to the Menu option Tools > Reporting. Click here for more information.
Click here to view a video guide covering this topic