When you receive and begin an inbound call, the Inbound Call workspace opens. In this workspace you can search for the caller's contact information in NexJ CRM, or add them if they are not already a contact. You can also view their relationship hierarchy, perform actions on their contact record, view their contact profile, journal, and portfolio, create new or open existing service requests, and follow a call script to provide consistent service.
To receive and process an inbound call:
- Click the Start New Call button.
The Inbound Call workspace opens. - If you do not have an integrated telephony system, enter the caller's phone number, name, or date of birth to search for their contact record.
- [Optional] If the caller has multiple contact records, you can merge them to combine all of their information.
- In the Caller field, click Confirm to confirm that you have the correct contact record for the caller.
- [Optional] If the caller is calling about another contact, click Confirm in the On Behalf Of field to confirm the secondary contact that the call is on behalf of.
- [Optional] If the call is related to a previously reported issue, link the call to an existing service request. In the Service Request field, click Select. Select the service request from the list and click OK.
- [Optional] If you do not have an integrated telephony system, or if you need additional call scripts to complete your call, you can add call scripts.
- Advance through the pages and sections of the call script, and enter the caller's answers in the corresponding fields.
- End your call.
The call is completed.
