The call management takes control of two types of actions carried out on a daily basis:

  • The recording of incoming calls
  • The scheduling of calls to be carried out

SEEREFERTTOFor Outlook synchronizations:

Prerequisite

SEEREFERTTO Refer to documentation Implementation

Screen management

The information pertaining to a call can be completed, modified or deleted.

More generally, many complementary functions facilitate calls:

  • Running calls later
  • The automatic record of call attempts
  • The search of telephone numbers
  • The search of price lists
  • The use of call scripts

Home

An call can be generated in two different ways in Sage X3:

  • Manually, directly from this function (menu File/New)
  • Automatically, after a call campaign which has assigned call to tele-operators

The header screen is then used to identify a Sage X3 call:

  • by assigning it a sequence number. It is a unique key, that can be incremented automatically from the ACT sequence number counter or manually entered if the manual assignment of the ACT sequence counter number is authorized.
  • By specifying a sales site by default. Generally, the value of this field depends on the function profile of the current user. Ultimately, it may also depend on the automatic assignment rules of the representatives and sites (parameters of the CRM chapter, REP group: CRMDEFREP - Rep. connected priority call, CRMREPSIT - Rep. connected priority call, and CRMREPCLL - Rep. connected priority call). In all cases, the entry of a site is mandatory.
  • By associating a BP code (Referenced BP in the BPARTNERledger) and potentially, a contact sequence number. It can be either an automatic (the BP contact by default is preloaded but remains modifiable) or a manual association. Since the BP code is not mandatory, a Sage X3 call can be entered as an independent contact. Several possibilities are then suggested to you using the tunnels accessible from the Contact field. You can first select a contact that already exists in the database. A selection window opens and lists all the already referenced contacts. You can also access directly the Contacts management function. Likewise, as part of the management of Outlook contacts, known as "contact" in Sage X3, it is also possible to select a contact that already exists in the database. A selection window opens, that lists all the already referenced contacts. Finally, you can search for a contact from the Search contact identification menu.
  • By associating it to a project. Various selection tools of a project are available from this field. The first contextual menu is used to display the list of projects managed for the BP or the contact person if no BP is specified. The second contextual menu, Project, provides direct access to the Project function, where you can perform your custom selection. The third contextual menu is used to select a project from the complete list of all projects entered in the application.
  • By assigning it a status. A call considered as closed can be manually checked Executed. The status of a default call depends on the value of the general parameter DONDEFCLL - Calls done by default (CRM chapter, DEF group), but remains modifiable.

Block number 2

Tab Call

Use this section to enter more detailed information on the current call, as well as its sequence (call triggering event, further information on contact...). Temporal information can be added (start date, hour, week).

From this screen, you can also enter a successive and detailed call description.

Since the origin of a call can change over time, you can unlock the Link field (triggering event) by clicking the Actions contextual menu. Afterwards select an event type, then a specific record.

Notes on a origin of a call:

The Link field of the Origin block displays the action responsible for the creation of the call. The origin of a call can be a service request (assignment of the service request to a commercial department), a marketing campaign, especially a marketing operation (mailing, call campaign, trade shows or media campaign). The origin of a call can also be manual (direct creation from the Appointment function).

Irrespective of the call origin, it is still possible to unlock the field a posteriori from the contextual menu. Once the field is available for entry, you can modify the source (values selected from a check list). For instance, attaching a call to a marketing campaign is used to feed the return statistics.

Any call created in Sage X3 and then generated as a task in Outlook after the launch of the synchronization process implies that the origin will have the value manual and not synchronization as it is the case for Sage X3 Tasks and Sage X3 Appointment. Indeed, for a call, the creation is always done from Sage X3 because calls as such are not managed in Outlook.

Block number 5

Tab Report

Use this section to enter conclusion comments on a call, but also to value the time spent on the current call.

Block number 1

field FULRPO

This Clob type field is used to enter a complete report of the phone call when it is considered as accomplished.

Information on the call

Level of satisfaction (field CLLSAO)

When a commercial action is completed, it is recommended to record if the objective has been reached. This information can the be used later to establish the statistics to help with the progressive improvement of the different teams efficiency

Duration of call (field CLLDUR)

When the call is completed, it is recommended to indicate the time taken to complete it. This is used to establish performance statistics at a later date.
No. of previous attempts (field CLLTNTPRE)

This field is incremented on each call attempt launched from the menu "Functions/Call attempts" of the Calls tool bar.

Reports

By default, the following reports are associated with this function :

  BUSINESS1 : Sales activities/date

  BUSINESS2 : Sales activity/sales rep

This can be changed using a different setup.

Specific actions

Reaching the contact person of a scheduled call is hardly done in a single attempt. Click on this action to automatically reprogram the call later and therefore avoid the major loss of time which comes from the opening of a call record, the modification of the Date and Time fields and the saving of this information.

The following options are suggested and are used to process different tasks:

  • The re-scheduling of the call
  • The record of a call attempt

The possible options are: 5 minutes, 10 minutes, 1/2 hour, 1 hour, 1 day, Customized.

Use the Personalized option to enter a new date and time entry.

This feature can also be accessed using the Functions - Run call later menu.

This action implies two different behaviors:

  • Call related to a call campaign

Some calls represent calls automatically scheduled from the marketing module to carry out a call campaign.
These calls all have a campaign code and a marketing operation code.

When you click this action, the system searches for a script defined for the relevant marketing operation.

If a script is found, it is automatically executed.

If no script is found for the marketing operation, a window displays the list of all the scripts defined in the application. Select one of them to execute it.

  • Independent call

An independent call is a call that is not related to the execution of a call campaign. It is also possible to run a script for this call category.
In this case, the system always displays a window that allows you to select a script among those described in the application.

Specific actions

Reaching the contact person of a scheduled call is hardly done in a single attempt. Use the Set callback function to reprogram the call at a later date/time.

Each callback involves the creation of a call attempt and increments the No. of previous attempts field of the call record. Each attempt is recorded with the date and time of the callback.

Use the Call attempts function to display the number of attempts as well as the attempt history in descending order.

You can, in this way, attempt to determine the most favorable times to call your contact.

A contact can potentially operate for several different companies. It can become quite difficult to manage the different phone numbers on which the contact can be reached.

Use the Telephone numbers function to display on a single screen the telephone numbers for each site of the companies with which the contact has a link.

That way, you can dial the numbers one after another until reaching their contact.

Use this function to access the price search.

You can then immediately inform a contact of the price in effect, while on the phone.

This information regarding the price can be crucial and lead to further trading actions. For instance, an information given on a price can be subject to a call category. This category can then be exploited and can lead to other reminders calls or become the object of an appointment.

Click this action to plan an Appointment.

Click this action to plan a Task.

Click this action to record an Appointment.

Click this action to record a Task.

Click this action to record a Project.

Click this action to record a Service request.

Option/ Stock lot

This option gives access, via a tunnel, to the Journal traceability inquiry function that makes it possible to view and browse the hierarchy of the entries originating the document or coming from it.

Local menus

In addition to the generic error messages, the following messages can appear during the entry :

No representative has been mentioned.

This message is displayed if no representative has been assigned for the call and the automatic assignment of the call has failed.

The week number is incorrect.

This message is displayed if a week number below 1 or above 52 has been entered in the Week field.

Tables used

SEEREFERTTO Refer to documentation Implementation