Customer Number

This displays the customer number the note is assigned to. Scanned/Mailed letters will be assigned to a Proxy Customer account and then manually assigned to the customer's account by a user. 

Customer Name

The name associated with the customer's account. If there is no name on file, this will display as EMAILONLY.

Remaining Notes

This displays how many open notes are in the queue/waiting to be worked based on the folder the user is assigned to.

Current Folder

Displays the folder path for the note beginning with the parent folder. The parent folder name will indicate the source (MAIL, EMAIL, TASKS) or the Affiliate name/org (INH, INTERNATIONALLLIVING, AF).

OK

This completes the current note, and moves the rep to the next note.*never hit ‘OK’ until a done date is filled in*

Undo

This clears any text that the rep has entered in the Note phase.

Transfer

This allows a rep to move a note to another folder. Generally this is used when the rep does not know how to handle the note. When transferring, the rep is required to pick the folder to transfer the note to, as well as a reason for the transfer.

Hold

This allows a rep to place a note on hold, and continue to work on others. When placing a note on hold, the rep must enter a hold reason.

Held Notes

This brings up a dialog displaying all of the user’s held notes. The rep may then choose to work one of the help notes, or transfer it. If the rep chooses to work a held note, any changes to the current note (the note being worked before Held Notes was pushed) will be lost.

Send Response

This allows you the send a letter (response) to the customer. This will require you to fill out a series of questionnaires.

Change Customer

This will allow you to change the customer if an incorrect customer has been assigned to a note. This may happen if a customer has multiple accounts.

System Name

Defines the module associated with the note. This fills in based on what screen the Notes icon was accessed from.

• AMB - Agreement Related Contacts

• ARP - ARP Contacts

• BIL - Invoice Special Handling Note

• CIR - Subscription Related Contacts

• CTM - Customer Alert Contacts

• DUP - Duplicate Consolidation Note

• LTR - Letters

• MOD - Subscription Modifications

• MSC - Miscellaneous Customer Comment

• ORD - Master Order

• PRO - Product Related Contacts

• SVC - Customer Service Contact

• TEL - Telesales Contact

• TSK - Task Escalation

• WEB - Web Contact

Reason Category

Groups together

a category of contact reasons. Generally these are setup

by affiliate or customer service group. 

Reason

Identifies the customer's reason for contacting. Reasons are attached to Reason Categories.

Subject

Subject for the note.

Communicated by

Identifies the method of contact by the customer.

• CALLBK - Customer Callback

• CLICK - Click to Chat

• CONFRNCE - Conference

• EMAIL - Email Contact

• EWO - Emergency Web Order

• FAX - Fax

• MAIL - Mail

• OFFCHAT - Offline Click to Chat

• OUTBOUND - Outbound

• PHONE - Inbound Phone

• SVC - Work in the NAC

• TASK - Task

• V-MAIL - Voicemail

• WEB - Web

Cross-Sell Path

Identifies either the phone number

or product line/affiliate the call is associated with.

Docket Number

Used to display incoming email/scanned mail.

Regarding Product

Identifies the item number associated with the contact.

Action

Identifies the follow-up action associated with the contact. Actions are tied to reasons. This is generally used to associate a letter with a note.

Done

Date action complete

Send Response

When entering a note, used to generate a letter from the note directly.

Follow Up Date/Time

Displays date and time for follow-up if a note was marked to follow-up.

Follow Up User

User associated with the note.

Done

Used to designate the date a note was completed. Used when managing contacts in the NAC.

Inbound Email Address

Displays the inbound email address associated with a note generated from an email.

Inbound Email Subject

Displays the inbound email subject associated with a note generated from an email.

Note Text

Free form entry of notes detailing the contact.