Call a contact

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You can make a call by selecting a contact in the Contacts tab list, then choosing the Calls & Research tab. The contact information you selected is displayed in the Calls & Research tab fields.


Calls & Research tab layout



Pre-call research
Before making your call, the Research radio button displays the embedded browser and tabs for doing research on the Internet about the contact. Information can be drag-and-dropped or cut-and-pasted from the embedded browser to the contact fields.



Call Timer

The call timer records the date/time your call was started and the duration of your call. You may enter or edit the start-of-call time and duration if you wish to track a previous call. If Auto is checked the timer starts automatically when a new contact is displayed. Buttons allow manual control of the time: Reset/Start/End.

Dialing assistance




If your computer is connected via a modem then the program can dial for you. Press the auto dial button to make the call to using the number you have chosen - Business, Mobile, Fax, or Home. See the section Autodialer via a modem for information on how to set up and execute auto dialing.

Dial-By-Name

Many switchboard automated attendants offer a dial-by-name option to callers. The Dial-By-Name area translates the contact's last name and first name into the corresponding telephone keypad digits you use to spell out the name.

Displaying scripts or talking points during the call
Personalized campaign scripts are displayed when the Script radio button is checked in the Display area of the Calls & Research tab. You can edit or change any of the scripts to prepare your own talking points for the call.



Updating the contact information
You can update contact or journal information before, during or after the call. Not all of the contact information fields are displayed. If you wish to edit information in a field that is not displayed switch back to the Contacts list tab. The current contact is highlighted in the list. Press the Change button or double click on the contact in the list and the full Edit form is displayed.

Rating and Progress
Two of the more common changes to a contact are the Rating and Progress values. They can be set manually:

Note that Call Results (below) may set these values automatically.

Saving changes manually
Pressing the Save button updates the contact information. It does not log your call in the results area, etc. If you elect to close the call using a Call Result (below) then your changes may be saved automatically as a part of the Call Result process.

Call Results & Notes

Pressing Completed in the Call Results and Notes area kicks off the actions defined by the selected Call Result:

1.

Setting values defined by the Call Result: Rating, Progress, a field's value.

2.

Updating the Journal with any notes in the Call Results notes area

3.

Saving/updating/deleting the contact, as defined by the Call Result

4.

Creating a Results record of the call

5.

Advancing to the next record automatically.

Again, each of the above steps is defined by the Call Result you choose. Call Results are managed in the Campaign tab.

Follow up actions - Email, Document, Appointment, and Tasks
Pressing any of the action buttons allows prompt follow-up on any commitments you may have made during the call.