NavBar - Calls

 

User Interface

Click on the Calls Tab/Button on the Navigation Bar, This will bring you to your calls page.  You can also add a call from this page but it would be recommended that the Call be added from the calendar with the "Add" button

 

Here is an example of what the call page will look like.

Definition 

What is a Call?

A Call is any scenario where a Client reaches out to your company desiring Service, Estimates, Repairs, Maintenance, or any other services your company may provide.   Calls will be managed as the Main or "Parent" Object to all of your Jobs and Orders.  In some scenarios a Client reaches out for service, but the service ends up turning into a sales quote as well.   The Client now has made One (1) Call and Two (2) Jobs should have been created, one for service and one for sale. so that Two (2) Orders can be created.  Even though there were 2 Jobs, Each with an Order attached to them, we still only manage this under One call.   Training will cover this more in depth and you can also watch a video on this process Here.

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Creating a Call

When adding a new Call one of the first things you can do is add a client in. There are two areas you can search for an existing client.

Call Interface

The Call Breaks down into 5-6 sections depending on it VoIP is Active.  (Audio will not be seen if VoIP is not Active)

Client Details = Clients Name, Address, Phone Number, Email, Notes, Addresses and any other information that needs to be tracked under the client

Call Details = DMR Category, Notes/Information about the Request of the Call

Audio = Recorded Audio from VoIP

Jobs = The Jobs attached to this Call

Orders = The Orders Attached to this Call

Advanced = Option to Archive the Call

Client Details

Existing Client

Use the provided fields to search for client information

Select / Search for Client: Type in a clients name and it will search the entire client base for them and Display a Location.  (If the client has a location that is not listed, more more information to filter down results)

First Name, Last Name, Primary Phone Number, Company Name and Address Line 1 will do a search for an existing client, only 5 clients will display at a time so if you do not see the client initially continue to type more info in and it will continue to filter them.

If this is an existing client it will display any existing balance the client has under Client Balance, it will be red.

If any Changes need to be made to the Client Information or address there is an option to Edit the Data on either Directly from the Call.   (This will change all Call, Job and Order Information attached to this client.)

 

 

 

If it is a new client you can type in the client information and click the orange button Create New Client... this will save all this information to your data base.

 

 

Units

If your Client has a Unit that they are going to get worked on you have the option to add what ever unit information is available.  When a field staff member arrives at the location they will be able to update any missing or incorrect information about the unit

 

History

If you want to see the clients history in the client details you can click the button History. You will see a tab for Calls, Jobs, and Orders. Each number is able to be clicked on to see all the details of it.

 

Service Agreement

If the client has a membership you will be able to see it right under Membership information.. if you need to set one up for ther client you can click Manage Memberships.

Notes:

There are 4 Note sections on a call.

1. Address Description = Any notes typed in here will save in the database to this address. So if you need a 14' ladder every time you go to this house this is where it should be typed in and every time a call is booked for the location the notes will appear  and will save in the client section.

 

2. Notes = Any notes typed in here will save in the database to this client. So if you need to bill this client every time work is done no matter what location this is where it should be typed in and every time a call is booked for this client the notes will appear and will save in the client section.

 

3. Tech Notes = Since at most companies they do not let techs have the role to add calls or dispatch they can not update information such as address or phone numbers so they can type information here and it will display for the call center to update the information.. techs can also put in instructions on how to get to a house that Google maps does not populate properly. these notes will populate every time a call is booked and save in the client section.

 

4. Call Description = If a client starts going in to challenges with there system right away before you even gathered all their information and it seems important to take notes you can do in this area and when you create a job it will transfer these notes to the job. If the job is already created these notes will not transfer through and the notes should be typed in on the job notes called Description.

 

 

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Status Filter

From the calls page... not in a call.

There is a status filter you can use to veiw certain statuses. Open, Holding for Parts, Etc. Make sure what you want to view has a check mark nexte to it and ones you do not want to see have an x next to them. 

 

When your done it may be good to make sure every one of them has a check mark next to them because it will save your preferences and will not display items that are x'ed out... 

 

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Search

When searching calls it will go for client name, address, job type, tech name, notes, etc.

 

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