An alert to notify both dispatch and the technician that a new call with a specified term code has been created, generally used to alert on cash-on-delivery (COD) calls.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
Ever have a call just sit there on hold because the customer was COD? Or a tech that completed a COD call and didn't pick up the payment, claiming he didn't see the message, or didn't know he was supposed to? This alert is intended to stop those calls from sitting on hold or not getting payment.
When a new call is created and the Terms Code on the call contains the word you enter in variable W (COD for example), the person(s) entered in the To/CC fields will be notified so they can call the customer to make arrangements for payment. They will enter the payment details in the Problem Description field along with the actual problem description (ex: See Melissa to pickup check). The second part of this alert happens when the call is dispatched. The technician will receive an alert with the call number, customer, and contents of the problem description field so they will know how to get payment.
Run Schedule: Every 10 Minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Terms code string - Enter the character string of the terms code to trigger the alert. The default is 'COD'.
Variable X: Alert Technician - Enter Yes to send the call information to the technician when the call is dispatched, or No to not send the email to the tech. (The alert will still trigger on call creation).
Variable Y: Branch Numbers - Enter the branch numbers for the alert to trigger for, separating multiples with commas. Leave blank to trigger on all branches.
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Alert Functionality
Alert Functionality
1. The alert is checking for service calls where the terms code on the customer contains the string set in Variable W:
2. Terms codes are set up in Tools - Lists and Codes - Terms:
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Best Practices & Tips
Best Practices & Tips
None at this time.
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Related Alerts
Related Alerts
ID656 - Call Opened of Call Type Category OR Call Type OR Priority OR Bill Code OR SLA Code
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