When the case is selected, particular information to the case is displayed, who is the point associate of the case, and whether that person is in the office or not. We are also shown what type of case it is. This information is useful in routing the call.
Are you available?...
There are two icons that come into play:
We will first the Front Desk Alert (the bell). If the point person is in the office, this icon is enabled, and clicking on it sends an instant message to the associate:
If the associate clicks on OK, the case is displayed at the station, no need to look it up, and the Front Desk is alerted that the call is accepted.
Take a message...
If the associate rejects the call, the Front Desk is alerted and a new Phone Message screen is displayed, with all the appropriate information filled in. Similarly, if the associate is not in the office, you can click on the Add Phone message icon (the little phone) and take the message.
I answer myself...
When the situation calls for it, we can easily review the case notes (History) without having to open the case:
Clicking on the Show History icon, takes us to the case notes, now we are handling the call.
When there are many calls coming in
For those situations wwhere there are many calls comin in simultaneously, the eCandidus™ Desktop has a tool to quickly create phone messages.
Next: Handling the call...