CALL LOG
DESCRIPTION: Call Log is an organizational tool used to log calls/complaints etc. received from residents. The information can then be shared within your organization to improve caller support and to ensure reported problems are prioritized appropriately. Call Log also logs the time/date of both the call and the resolving of the complaint.
ITEMS TO SET UP BEFORE USING CALL LOG:
1. Deciding how to use the Priority List
2. Setting up all relevant Townships
3. Setting up the Ordinances
4. Establishing Call Categories
5. Entering the full Road Names and their corresponding road segments
6. Entering in Email Server Information so Call Log entries can be emailed to the appropriate person
To access: Click on the Customers module .png)
then click the Call Log menu item. .png){kind=small}
The following window will appear:
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Please see the following topic for help on setting up filters .png){kind=small}
in the Search grid: Exploring Grid Filters
To log a call, click the New button. .png)
If the call is from an existing contact, select them in the Contact by using the drop down list. If the person will be a regular contact, click the button next to the field to enter their contact information. An Add New Contact window will appear to enter their contact information. When finished, click the Save and close button at the bottom of the window.
The Date will automatically show as the current date along with the current time. If you need to modify the Date, use the Calendar button.
The credentials of the person who is logged in will automatically show in the Logged by field.
By using the drop down list, select the level of Priority for the call according to the priority lists set up by your organization.
Enter a short description of the problem as the Problem title.
Select up to three categories to describe the call by using the drop down list on each category. If the category is not listed, click the button next to the field to add it.
For the Source, select how you were contacted by using the drop down list. The following options are included: Activity, Email, Fax, Internet, Phone, Walk-In, Other. Pro Fund Accounting defaults to Phone.
In the Problem description field, give a detailed description of the problem being reported. Keep in mind that the person who will reconcile this problem is unlikely to be the person who originally took the call. Therefore, it is important to enter as much pertinent information as possible. It is always a good idea to list an address if one is available.
Assign the Call Log to the appropriate Call Log Resolver by using the drop down list in the Assign to field. Call Log Resolvers in the list are designated in the Payroll module and the Employees menu item. Typically, this is a supervisor, foreman, or other person who can make decisions or assess situations and can be more than one person. To add a Call Log Resolver, in the Payroll module and the Employees menu item, click on the person who will be entering the Call Logs you entered. Click on the Employment Info tab at the bottom of the window. Click the Edit button. Check the Call Log Resolver box. Click the Save button. Click the Done button. Now return to the Customers module and the Call Log menu item. When you click on the Assigned to drop down list, you will see that employee is available to assign Call Logs to.
If the contact requests that someone contact them when the issue is resolved, then check the Reply requested box.
By using the drop down list for each field, select the appropriate Township, relevant Full road name, the Road segment, and which Ordinance pertains to the call, if any. Also list the nearest intersecting road, if applicable, in the Cross roads field.
After entering the call information, click the Email button at the top of the window to send the Call Log to the assigned person. Alternatively, you can print a copy of the Call Log by clicking on the Print button at the top of the window. Click the Save button at the top of the window. A success message window will appear. Click OK.
Once the Call Log Resolver has investigated the problem and solved it, they can check the Is resolved box and enter the Resolved date by using the Calendar button.
In the Resolution field, enter the actions taken to resolve the problem. Click the Save button.
Use the Call Log Search window to see an overview of the details and status of all logged calls, including if it has been resolved and its priority level. You can filter the Call Logs by using any of the categories. To view a Call Log, select it in the list by clicking on that line. If you make any changes to a Call Log, remember to Save when you are finished.
At times, it may take several attempts to reconcile a problem. To record a complete history of the problem, click the Call activities Tab.
The following window will appear:
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Then click the Add activity button. The Date and Entered by fields will automatically fill in. By using the drop down list, select the Source of what type of action was taken. Enter a Description. Click the Save button .png)
to record the activity. A success message window will appear. Click OK.
Click on the X in the upper right corner of the window to close the window.
PRIORITY LIST:
The Priority List consists of Low, Medium Low, Urgent, and Extremely Urgent. Your agency needs to decide beforehand what items will be in each category according to the functions of your municipality.
TOWNSHIPS:
Set up your Townships so that it will appear in the drop down lists in Pro Fund Accounting. For Townships, you can either ignore this section as everything would be in your Township, or just set up your Township so it shows up in the Townships drop down list. For Road Commissions, you will want to set up each one of the Townships you service. For Cities, you can just ignore this item. These are set up by using the Pull Down Items menu item. Please see the following topic for help on setting up Townships to be in the drop down lists in Pro Fund Accounting: Pull Down Items
ORDINANCES:
Set up the Ordinance Descrs for your Township or City so that it will appear in the drop down lists in Pro Fund Accounting. These are set up by using the Pull Down Items menu item. Please see the following topic for help on setting up Ordinances to be in the drop down lists in Pro Fund Accounting: Pull Down Items
CALL CATEGORIES:
Set up the Call Categories according to your agency's needs so that it will appear in the drop down lists in Pro Fund Accounting. Several defaults are already set up in Pro Fund Accounting. These are set up by using the Pull Down Items menu item. Please see the following topic for help on setting up Call Categories to be in the drop down lists in Pro Fund Accounting: Pull Down Items
ROAD NAMES:
Set up the Road Names and Road Segment that is used in the Call Log drop down list by using the Road Names menu item. Please see the following topic for help on setting up Road Names and Segments to be in the drop down list in Pro Fund Accounting: Road Names and Segments
EMAIL SERVER INFORMATION:
Set up the Email Server Information so you can email Call Logs to the appropriate person. Please see the following topic for help on setting up the Email Server Information in Pro Fund Accounting: Messaging