CallBacks

A CallBack is a reminder to contact a customer or lead. CallBacks can be created on the following CommTrak screens:

• Customer
• Lead
• Workflow
• Job
• Ticket
• Project

Due and overdue CallBacks are displayed in the CallBacks Summary Panel on the allocated user's home screen. Optionally, the allocated CommTrak user is also notified by email.

Within each of the modules listed above, CallBacks are presented in the same manner:

Add New CallBack

The CallBack area is presented as a field, and the location varies depending upon the screen that is being viewed.

Clicking the telephone handset+ icon, presents the Add new CallBack pop-up window containing the following fields:

Comments (mandatory)

Enter the comments relating to the planned CallBack.

Related To (read only)

A link to the main customer screen, lead, job, ticket or workflow, to which this CallBack relates.

Contact

The name of the contact to whom this CallBack is directed.

Either select an existing contact from the drop-down list, or enter the name of the person to contact in the text box located to the right of the drop-down list.

Type

The type of CallBack can be either:

• Once-off (default) - the CallBack reminder will only occur once, at the specified date and time. When this option is selected, a due date (mandatory) and time can be specified.
• Recurring - the CallBack reminder will occur repeatedly, based upon the recurrence criteria specified.

When the Recurring option is selected, the contact frequency must be specified in the Contact Every field; select a number (0-12) from the drop-down list, and also specify whether the frequency is monthly or weekly.

A Start Date can be specified; this is the date upon which the recurring reminder will start. If no start date is specified, the reminder will occur after the Contact Every period, starting from today's date.

An End Date can be specified; after the specified date, this CallBack reminder will no-longer occur. If no end date is specified, the reminder will recur indefinitely until it is deleted or edited to specify an end date.

Email Reminder

Specify if the allocated staff member should receive an email reminder, by ticking this box.

Note: The email notification will contain details of the CallBack together with a link, which will open CommTrak in a web browsers, displaying the relevant module screen, over which the Add new CallBack note pop-up window will be displayed. The email notification will be sent in the early-hours of the morning on the date on which the CallBack is due.

If no email reminder is required, the CallBack will be listed in the CallBack Summary Panel of the allocated user's home screen.

Staff (mandatory)

Select the name of the CommTrak user to whom this CallBack is allocated.

The default selection is the currently logged-in user.

Data Sheet

Select a data sheet to be completed during the CallBack..

Action Buttons

Click  Add to confirm the CallBack details.

The appropriate CallBack information link will be updated to reflect the number of CallBacks.

CallBack Information Links

Past

Displays the count of previously-completed CallBacks. Clicking the link opens the Past CallBacks pop-up window, which contains a list of previously-completed CallBacks.

Current

Displays the count of due and overdue CallBacks. Clicking the link opens the Current CallBacks pop-up window, which contains a list of CallBacks that are due or overdue.

See the CallBack Actions section, below, for details about the action icons displayed in this window.

Future

Displays the count of upcoming CallBacks. Clicking the link opens the Future CallBacks pop-up window, which contains a list of future CallBacks.

Please see the CallBack Actions section, below, for details about the action icons displayed in this window.

CallBack Actions

The Current CallBacks and Future CallBacks pop-up windows each contain an Actions column with the following icons:

• Add CallBack note (mobile phone icon) - displays the Add new CallBack note pop-up window.
• Snooze (clock icon) (visible only for Current CallBacks) - displays the Snooze reminder pop-up window. Select a snooze period from the drop-down list (5 minutes - 12 months), and click either Save or Cancel. If Save is clicked, the CallBack will be delayed for the specified period.
• Modify (pencil icon) - displays the Modify CallBack pop-up window. This window contains the same fields as the Add new CallBack pop-window (detailed above).
• Delete (trash can icon) - displays a prompt confirming deletion of the CallBack (and all its recurrences); click either [OK] or [Cancel] as required.

Add new CallBack note

To complete a CallBack, and add a CallBack note, complete one of the following actions:

• Click the CallBack item in the CallBacks panel in the CommTrak Home Screen
• Click the current or future CallBacks link in the relevant module, then click the Add CallBack note (mobile phone icon) in the Actions column of the presented pop-up window
• Click the Direct Link in a CallBack Reminder email notification

Each of the above-listed actions will cause the Add new CallBack note pop-up window to be displayed. Complete the details as appropriate; the available fields are:

Company Name (read only)

The company or lead to which this CallBack relates

Related to (read only link)

A link to the main customer screen, lead, job, ticket or workflow, to which this CallBack relates.

Contact

The name of the person to be contacted; select the name from the drop-list of existing contacts, or type a name in the text-box located to the right of the drop-down list.

Type (read only)

The type of CallBack (once-off / recurring).

Due Date (read only)

The date and time upon which this CallBack is due.

The CallBack can be postponed by clicking Postpone.

Staff

The name of the staff member making the CallBack.

Call Options

Clicking Start Call starts the call-timer, and causes the button to change to End Call.

Clicking  End Call stops the calls timer, and causes the button to change to Call Ended (the button is inactive).

Subject

The subject of this call should be entered into this text box.

Comments (read only)

This field contains the comments that were entered by the person who created this CallBack. Typically, this field will contain information that will be useful to the person who is making the call.

New Note (mandatory)

The notes resulting from this CallBack

Completing a CallBack

Clicking  Save completes the following actions:

• The CallBack information is saved
• The details of the CallBack are added to the notes.
• The CallBack is marked as having been completed, and is now considered to be a past CallBack.

Cancelling the CallBack

To cancel the CallBack (e.g. the Add new CallBack Note option was selected in error), click the red X located in the top-right corner of the pop-up window.

The CallBack will not be marked as completed, and will be retained as a current or future CallBack.

Postponing a CallBack

If, during the CallBack, it is determined that the target contact is not available, or wishes to be contacted later,  Postpone should be clicked, at which time the Postpone Callback reason pop-up window will be displayed.

The following fields should be completed to confirm the postponement of the CallBack:

Postpone Reason

The reason for postponing the CallBack should be provided (e.g. 'Contact unavailable').

Postpone Until

A new date and time for the CallBack should be specified.

Click  Save to confirm the postponed CallBack or, to cancel the postponement, click the red X located in the top-right of the pop-up window.