Calls
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
For Outlook synchronizations:
- The setup required to implement the synchronization as well as the general principles and conditions for forcing the synchronization are detailed in the documentation: Synchronization Sage X3 - Outlook: installation.
- The list of synchronized data, the direction of synchronization and all special features are detailed in the documentation Sage X3 - Synchronization - Outlook: functional applications.
Prerequisite
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
Presentation
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.
Close
Fields
The following fields are present on this tab :
Block number 2
Block number 1
| This field indicates the site from which the management is mainly carried out for the call in question. Several setups intervene in the default site preloading. It can be the site linked with the profile function of the current user or the site linked with the Sales rep in charge of the commercial action (CRMREPSIT setup, CRM chapter, REP group). |
| This field is used to store the unique key for the record. This key is calculated by the ACT sequence number counter. By default, this counter is made up of a sequence number made up of 15 characters. This sequence number counter is shipped by default with an automatic functioning, but its assignment can be manual. To ensure the correct functioning of the Call object, it is strongly advised to conserve these standard characteristics. The ACT sequence number counter is shared by the Tasks, Appointments, Calls and Actions objects. Indeed, this is used to exploit the functionality and the Crystal Report reports working with the notion of commercial activity in its broadest sense. |
| It is possible to identify a call for all the different BP types. A field displayed with regard to the BPs makes it possible to know the BP type selected. |
| This field is used to identify either the default contact of the mentioned BP (editable field), or the contact for whom the call must be made if no BP is identified. Several contact selection tools are available from this field. The first contextual menu, "Selection", is used to select a contact among a contact list irrespective of the BP code mentioned in the call header. The second contextual menu, "Select contacts", is used to select a contact among the list of existing contacts that are linked with the BP entered in the header. If no contact has been assigned to the BP, no contact selection list is displayed. The third contextual menu, "Contacts selection", is used to select a contact among the complete list of all the contacts entered in the application. |
| Recalls the complete identity of the contact entered in the call header. |
| A phone call can be attached to a corresponding chrono (issue). This chrono can be selected manually, directly from the field or pre-loaded depending on the contact chrono previously entered in the function header. |
| This field is used to identify the project involved in the call to be carried out. Various selection tools of a project are available from this field. The second contextual menu "Projects" allows the direct access to the Projects object and to carry out a specific selection. The second contextual menu is used to select a project among the list of all the projects linked with the BP entered in the task header. The third contextual menu is used to select a project among the list of all the projects linked with the contact entered in the task header. |
| This field changes the status of the call from "To do" to "Done". The main consequence of this modification is the removal of the call from the sales rep. workbench. |
| Specify whether this is an incoming call (the rep. or the telemarketer receives an external call and saves a report) or an outgoing call. The default value for a manually created call is determined by the CLLTYPDEF - Type of call done / default parameter (CRM chapter, CAL group). |
Close
Tab Call
Presentation
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.
Close
Fields
The following fields are present on this tab :
Block number 5
Qualification
| This field indicates the date on which the call is to be made or was made. |
| This field indicates the time at which the call is to be made or was made. |
| A call can be scheduled with a flexible date. When the user modifies this field, the Date and Time fields are purged. |
| The category is used to group or distinguish the calls for the purposes of statistics or identification. |
| This field contains the name of the sales representative who must carry out the requested task. Several parameters intervene when loading this field:
|
| This field indicates the priority assigned to the call. |
Information
| In general, the direct line is automatically entered from a contact selection. This information makes it possible to avoid opening the contact record before carrying out the call. It is modifiable. |
| In general, the cell number is automatically entered from a contact selection. This information makes it possible to avoid opening the contact record before carrying out the call. It is modifiable. |
| Emails are generally entered automatically from a contact selection. This information makes it possible to avoid opening the contact record before carrying out the call. It is modifiable. |
| Used to associate a default call script (scenario of questions). |
Call object
| This field, of Clob type, is used to enter a description of the phone call. Within the framework of an X3 call synchronized with Outlook, the description can be loaded from the object of the Outlook task. |
Source
| Current date at which the CRM activity has been created. This information cannot be modified. |
| Current time at which the CRM activity has been created. This information cannot be modified. |
|
|
| This is the code for the current user which is responsible for the creation of the CRM activity. This information cannot be modified. |
|
|
| When the origin of a call is a marketing campaign or a marketing operation, this field displays the linked record number. |
| When the origin of a call is a marketing campaign or a marketing operation, the number of the original document is not only displayed, but a line number in the record can also be associated. |
Close
Tab Report
Presentation
Use this section to enter conclusion comments on a call, but also to value the time spent on the current call.
Fields
The following fields are present on this tab :
Block number 1
| 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
| 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 |
| 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. |
| 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
Specific actions
Functions / Set call-back time
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.
Functions / Call Attempts
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.
Functions / Telephone Numbers
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.
Functions / Price Search
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.
Plan/Actions/Appointment
Click this action to plan an Appointment.
Plan / Actions / Task
Click this action to plan a Task.
Save / Actions / Appointment
Click this action to record an Appointment.
Save / Actions / Task
Click this action to record a Task.
Save / Actions / Project
Click this action to record a Project.
Save / Actions / Service Request
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.