CallTrak Messages

The CallTrak Message feature can be accessed from the CommTrak Main Menu, or by clicking the CallTrak tab at the top of a Customer Screen.

This article relates to the CallTrak Message feature only; please see the main CallTrak category, in the CommTrak Support Centre, for information relating to other CallTrak features.

Call Tracking

Call Tracking serves two purposes:

  • Internal messaging to notify staff of missed incoming calls
  • Reporting incoming call trends

This call information is notified to the intended recipient of the incoming call, so they can act upon it accordingly. The Call Tracking Report can be used to analyse the reasons for incoming calls; for example, the report can assist in identifying changing patterns, such as increases in sales calls from media campaigns.

The following fields are presented in the Call Tracking section:

Reason for the Call (mandatory)

The reason for the call should be selected from the drop-down list.

The list can be modified in General Settings > Call Categories

Staff (mandatory)

Select the CommTrak user from the drop-down list.

If a user is marked as out-of-office (in the Out Of Office panel on the Search Dashboard), the user's name will be displayed in red text.

Company Name

If the customer name is provided, the message will be saved as a customer note (if the company exists within CommTrak).

This field is a company quick search field (typing a minimum of three consecutive characters in the company name will show matching company records).

When CallTrak is accessed from a Customer Screen, this field is populated with with the customer name, and is read-only.

Note

This is a text area into which the details of the messages should be entered.

The note will be included in the message to the selected Staff member and, if the customer name has been provided, the text will also be added as a customer note.

Message Type

This drop-down list selection is only applicable if a message is provided. The options are:

  • Email Only (default) - the message is emailed to the selected CommTrak user
  • Note Only - the message is not emailed to the selected CommTrak user, but is displayed in the Messages summary panel, on the selected user's home screen.
  • Email & SMS -the message will be limited to 160 characters and will be both emailed and sent by SMS to the staff member's mobile number (if one is provided for that staff member in the user's My Details section, and if there are SMS credits).
SMS Status (read only)

Shows the status of the SMS feature, one of:

  • Number of credits remaining
  • SMS Disabled

SMS messaging is only available if this feature has been enabled by your organisation's CommTrak Administrator; see article SMS Features for additional information.

The notification email message will appear to have been sent by the user who creates by the CallTrak event.

Click to send the message, and log the incoming call.