Using the Call Log
Using the Call Log
The Call Log may be used to record conversation notes and track the length of time spent on the phone assisting homeowners, vendors, and other association-related individuals. Work orders can also be submitted on behalf of the homeowner from the Call Log Entry screen (see Using the Call Log to Submit a Work Order for a Homeowner).
NOTE: If you do not currently use the Call Log module, please speak to your Account Manager to learn how this feature could benefit your company.
Creating a Call Log
From the left navigation menu, click the CallLog hyperlink to open the Call Log Entry popup screen.
Enter the following information:
Association: Search for and select the community with which the caller is associated.
Start Time: Will prefill with the current time when the Call Log Entry popup screen is opened.
Caller: Enter the name of the caller.
NOTE:
Next Contact: Enter a date if the call requires a follow-up conversation or action item. In order to receive a reminder, the Next Contact Reminder alert on the File > Alerts /Reminders screen must be turned on. If you are using universal navigation, click Notifications > Alerts Setup.
Phone: Enter a valid number for the caller.
Email: Enter caller’s email address.
Subject: Enter the subject or reason for the call.
Assigned To: Select the user to whom the call should be assigned if other than current user.
NOTE: Once assigned to a new user, their count of call logs will be updated in their left navigation panel. They will receive a notification email if the Call Log template is set up and their System > User Preferences has call log Notifications enabled. (See Setting up Call Log Email Templates) If you are using universal navigation, click Settings > Preferences > User Preferences.
Link Name: Search for and select the homeowner, association, vendor, or work order to link the call to their correspondence notes:
Click the Magnifying Glass icon next to the Link Name field.
Select the Type.
(Optional) If Homeowner is selected as the Type, select the Section and Status as appropriate.
Search for the property owner or property address by entering keywords in the Criteria field and clicking the Criteria Magnifying Glass icon.
Click the Property Owner or Property Address hyperlink to populate the Link Name field on the Call Log Entry popup screen.
NOTE: Clicking the Link Name hyperlink opens the Correspondence Listing screen for that homeowner.
Link Note: If the call is related to an existing correspondence record, select it from the dropdown. If not, create a new record by click the Magnifying Glass icon next to the Link Note field. Select the Corr Type from the dropdown, enter a Description for the note, and click Save.
Note Type: Select the appropriate option based on reporting needs. The Homeowner Notes report uses this field as a filter.
Note Status: Select a status for the call/correspondence.
Collection Status: Will display if a homeowner in collections has been selected.
Collections Hold: Will display if a homeowner in collections has been selected. The collections process may be placed on hold for the owner by selecting a hold reason.
Resume Collections: Will display if a homeowner in collections has been selected. If placing the collections process on hold, enter a date for collections to resume if the account is not paid as agreed.
Notes: Enter additional notes as related to the call.
Prior to saving or posting the call log, click the Calendar icon in the End Time field to enter the current time.
Call logs can be saved prior to posting. To save the call log without posting, click Save.
Click Post.
Using the Call Log to Submit a Work Order for a Homeowner
NOTE: Work orders cannot be created for common areas from the Call Log Entry popup screen.
From the left navigation menu, click the CallLog hyperlink to open the Call Log Entry popup screen.
Click the Magnifying Glass icon next to the Link Name field.
Change the Type to Work Order.
Search for the property owner or property address by entering keywords in the Criteria field and clicking the Magnifying Glass icon.
Click the Property Owner or Property Address hyperlink to populate the Link Name field on the Call Log Entry popup screen.
On the Call Log Entry popup screen, enter the work order description in the Notes field.
Click Post.
Viewing Call Logs
Previously created call logs can be accessed by clicking the CallLog hyperlink (that displays the number of logs, e.g., 2/2) in the left navigation menu.