Defining Call Types

A Call Type is a call script that, when used in the Call Center, enables your employees Default term for people employed to perform work for clients. to quickly and consistently answer, process, and complete customer telephone calls. You can create and customize these different call types in the Call Types Setup dialog box. For more on the Call Center, see the Call Center Overview section.

Tip:
For more about the call center, we recommend you view the Call Center pre-recorded videos, located in the Insight Direct Member Center.

Creating Call Types
Editing Call Types
Deleting Call Types

Creating Call Types

Select Tools > Lists > Call Types. The Call Center Call Types Setup dialog box appears.

Click New Call Type.
Type a name for the call type in the Name field.
Type a description of the call type in the Description field.
Select the Active check box to make the call type active and display it in the call center.
Select the Count As Inquiry check box to make the call count as an inquiry for reporting purposes.
Select the appropriate check boxes to automatically update the customer's Last Contact Dates (located on the customer's Detail tab) when the call is closed.
Click Add to add a new command to the call type. The Select New Command Type dialog box appears.

Select the command type you want to include from the Command Type drop-down list. Your options include:

Text Only. Straight text used to assist the employee answering the phone.
Quick Entry Fields. Enables you to select particular fields from the customer record that must be entered.
Job Record. Opens a specific tab of the job record.
Customer Record. Opens a specific tab of the customer record.
Dispatch Board. Opens the dispatch board.
Calendar. Opens the calendar.
Scheduling Assistant. Opens the scheduling assistant based on the job properties.
Map Location. Opens Microsoft^® MapPoint^® and displays the caller's primary location. Note that this will only work if you have MapPoint installed on your local computer and if the customer's location is a valid address in MapPoint.
Feedback Wizard. Opens the feedback wizard for logging job and/or employee notes.
Quoting Wizard. Opens the Quoting Wizard.
New Task. Opens a new task.
New Customer Note. Opens a new customer note.
Mail Merge. Opens a new mail merge for this caller in Microsoft Word^®.
E-mail Customer. Opens an e-mail to the current customer. Note that this command will only work if the customer has a valid address and you are integrated with Microsoft Outlook^®.
Invoice/Estimate. Opens a print preview of the current job's invoice or estimate.
Work Order. Opens a print preview of the current job's work order.
New Transaction. Opens a new transaction window to the specific tab you determine.
Other Program. Opens another program on your computer. Type the path to the program or the website address in the Value field. For example, if you wanted to open ServiceCEO, you would type "C:\Program Files\ServiceCEO\ServiceCEO.exe". If you wanted to open the Support page, you would type: http://www.insightdirect.com/support-training/technical-support/

Click OK. A Command Properties dialog box appears.

Note:
The fields that are present in the Command Properties dialog box depend upon which command type you have selected.

Caution!

Caution:
If you are using a call script to use a new customer, be sure to add entry fields for all required fields (as defined in the Requirements Options dialog box; see the Defining Requirements section for more). In addition, it is a good idea to add the Customer Type field to these as well so you can easily switch between Individual and Corporate customers.

Enter the appropriate data into the fields on the Command Properties dialog box.

Type a name for the command in the Label field.
Type a description of the command in the Prompt field.
If you are prompted for additional information, select or enter the appropriate information.
If creating Quick Entry Fields, select the field(s) you want to include and click to include the fields in the Quick Entry command.
If creating a Job Record, select Yes from the appropriate drop-down list if you want to create a project or estimate rather then a job.
If creating a Calendar, select the type of view you want to display from the drop-down lists.

Click OK. The new command will appear in the Step 2 list box.
Select the Begin Group check box if you want to start a new command group after this command. A group will bundle commands together in the Call Center and separate them by a line.
Select the Auto Run check box to have this step run automatically when the call begins or the step before it is complete.
To change the order of the commands, select the command you want to move and click the Move up and Move down buttons.
Repeat steps 7-14 to add additional commands to the call type.
Click Save and Close.

Editing Call Types

Select Tools > Lists > Call Types. The Call Center Call Types Setup dialog box appears.

Select the call type you want to edit from the Call Types list box. Its values appear in the Call Type Details (the right side of the dialog box).
Edit the call type fields as necessary.
To edit a command, select the command you want to edit.
Click Edit. The Command Type dialog box appears.

Note:
The fields that are present in the Command Properties dialog box depend upon which command type you have selected.

Edit these fields as necessary.
Click OK.
To delete a command, select the command and click Remove.
To change the orders of the commands, select the command you want to move and click the Move up and Move down buttons.
Repeat steps 2-9 to edit additional call types.
Click Save and Close.

Deleting Call Types

Select Tools > Lists > Call Types. The Call Center Call Types Setup dialog box appears.

Select the call type you want to delete from the Call Types list box. Its values appear in the Call Type Details (the right side of the dialog box).
Click Delete. The call type is deleted.

Tip:
While you will not be prompted to confirm the deletion of a call type, if you delete a call type by accident, you can cancel it by selecting File > Close. You will be prompted to save your changes. Click No.

Repeat steps 2-3 to delete additional call types.
Click Save and Close.

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