Communication Log

Program #:   1888

Module:    Utilities

Overview

The Communication Log (program #1888) represents a consolidated location in SBN that holds correspondence between the user and the customers. This program records, controls and organizes both resolved and unresolved issues. For example, the number of customers who did not understand the documented resolutions are easy to spot. Customers who were satisfied or dissatisfied are also noted for convenient tracking and organization.

This program serves as a resting place for information formerly stored in Communication Log Queue (program #535). This program still exists for both cross-departmental searches and locations of sent bills.

Within the Communication Log, you can enter, view and search communications within five separate modes (respective to permission levels).

Note: To view entries in the Communication Log for other branches or branches outside your branch profile, use Communication Log Queue (program #535).

The program displays entries in the Communication Log by mode:

• Installation (Default)

• User

• Department (Group)

• Account

• Contract

Installation Mode displays by default each time the Communication Log is opened.

Note: The Installation, Account, and Contract modes display customer information only.

The Communication Log displays entries in distinct states. Each issue is either open and assigned or closed and unassigned. No issue is ever listed as unassigned and sent to a user. For example, if a customer calls in with an issue and the issue is ultimately resolved, the log is marked as closed.

There can be only one owner for each issue. The issue can be redirected to the appropriate department (ex: Billing or Programming) or user and that user is then solely responsible for the respective log item. The addressed issue then returns to the Communication Log according to the Customer Data (program #559) hierarchy.

Using the Communication Log promotes more accurate communication between programmers and clients. It eliminates e-mail threads in which you might inadvertently omit a key recipient. Communication relays into a single forum for all appropriate parties to access, contributing to and updating all states of respective issues.

Note: If you run SBN on separate servers for Billing and Monitoring, use options ba405 and ba405p to set up a proxy for the Communication Log.

Note: When Option blcllog is on, SBN creates communication log entries for actions performed on the Collections tab. Option blclreso defines the resolution code assigned to the communication log entry. When you choose the Collections tab action button and enter an action that matches the options assigned value, the resolution code is automatically filled in. Option blclcomm defines the communication code assigned to the log entry. Option blclkey1 defines the key 1 value assigned to the communication log entry. When option blcllog is on, SBN creates a communication log entry from the Collections tab of Program #548.

Note: When Option ba538 (default source code for Collections communication log), Option ba539 (default communication code for Collections communication log) and Option ba540 (Collection communication log resolution code on close when acct balance = 0) are set, the communication log entry will be closed when the account balance is zero.

Navigating to the Communication Log

You may access the Communication Log by using any of the following methods:

1. • From the SBN Main Menu menu bar:

1.  Select Misc.

2.  Select Comm Log.

-or-

1.  Select Menu.

2.  Select Locate Item.

3.  Enter 1888.

4.  Select Communication Log (1888).

1. • From anywhere in SBN,

1.  Select [CTRL+W].

Note: If you access the Communication Log from the Main Menu, the log only displays entries in the User ID mode.

Note: From Actions (Program # 1502), the user may be prompted to view unread messages from a Yes/No dialog. If the user clicks Yes, the Communication Log automatically launches instead of the user's specified default program.

Jumping to Originating Programs

Use Jump to Data Entry to jump to Data Entry (program #559), Marketing (program #562), or Contract Master (program #548) if the user created the log entry from one of these programs. You can access this button in both User Mode and Department Mode.

Note: You may only jump to an originating program when a Communication Log entry has a Communication Source code assigned that has an X in the System column of program #1518.

Use the following steps to jump to originating programs:

1.  In Communication Log, highlight the entry for which you want to jump to the original program.

2.  Choose Jump to Data Entry.

  w SBN opens the main window of the originating program and displays the details of the account, installation, or contract associated with the Communication Log entry.

Note: When you select an entry with Generating Source MON (Monitoring) and choose Jump to Data Entry, the Alarm Log tab of Data Entry (program #559) opens.

Note: A work order type was added to the Invoice Status tab of Contract Master (program #558) for the purpose of crediting an invoice. The auto-generated entry in Communication Log will show this work order type in the ComCode field of the Communication Log.

Viewing the Communication Log

The Communication Log uses two display layouts:

• Details

• Summary

Note: You may change the layout by choosing Toggle Comm Log Layout.

Within each layout, you may view five display modes:

• Account number

• Contract number

• Installation number

The above modes display all Communication Log entries for a particular account, contract, or installation, including closed entries.

• User ID

• Department

The above modes display all open Communication Log entries assigned to the user or to the user's department. These modes facilitate workflow by not displaying closed entries.

Note: You may change the mode by choosing Toggle Comm Log Mode or by choosing the function button of a particular mode. If your user ID has several departments assigned in the Users tab of program #1811, you will see entries for all those departments when you view the Communication Log in Department mode.

Note: All times for each entry correspond to the user's time zone.

Note: In (Program #1887) option "womonths"  the user can change  the value  to a negative number to represent the number of months allowed to go back to view a work order, when loading the pick list. Example -2 (2 months) and -6 (6 months).

Viewing the Detail Layout

The following sections show the Communication Log in detail layout with information displayed.

The detail layout displays Communication Log entries with Overdue Flag, Not Yet Read Flag, Create Date, and Created By information first to facilitate workflow. The user can easily determine the priority of entries to be handled.

Field Descriptions — Detail Layout

The following table describes the read-only fields in the upper pane of the Communication Log.

Column Descriptions — Detail Layout

The following table describes the columns used in the User Detail Layout.

Viewing the Summary Layout

The following graphic shows the Communication Log in summary layout with information displayed.

The summary layout displays Communication Log entries with Create Date, Text, and Close Date information first to facilitate skimming a list of recent entries to find a specific entry. The user can quickly scan entries to see an overview of communication text and which entries have been closed (while in Account, Contract, or Installation mode).

For information on the fields and columns in this window, see Field Descriptions — Detail Layout and Column Descriptions — Detail Layout.

Helpful Hint: Sorting Communication Log Entries

Entries to the Communication Log can be sorted by any column according to the user’s preference to establish priorities. The Priority field is an obvious choice to sort entries, but Create Date, Duration, Follow Up Date, or Status may also be helpful in setting up workflow to assist you in the order calls were received or by the urgency of the need for follow up.

Use the following steps to sort Communication Log entries:

1. Double click the heading of the column containing the information by which you want to sort the entries.

2. Entries appear in order of the information in the column you selected. (If the information in the column is text, the entries will sort alphabetically, A to Z. If the information is numerical, the entries will sort in ascending order, 0 to 10. If the information consists of dates, the entries will sort from most recent to oldest.)

3. To put the entries in reverse order, double click the heading of the column again.

Viewing the Communication Log Details Window

When you open, change, or create an entry in the Communication Log, SBN takes you to the Communication Log Details window.

Note: When option bl212 is on and your local hard drive contains the necessary DLL and certificate files, SBN creates tokens for credit card numbers entered in the conditional Pay Mean Number field in this window. The Pay Mean Number field appears in this window if defined for a selection in the Key 1 - Key 4 fields in program #1519. (Contact IBS to obtain the credit card tokenization files and installation instructions.)

The following graphic shows the Communication Log Details window with information displayed.

Use the Autodialer button to dial the contact number located directly to the left of the button. This button is inactive in New or Change mode.

Field/Column Descriptions

The following table describes the fields and columns used in Communication Log Details.

Work Order Pick List

The work order pick list will display a list of work orders that are closed. The list will consist of work orders that are closed within the months indicated by the user in (Program #1887).

The following graphic displays the Work Order pick list within the months indicated in (Program #1887).

The following graphic displays the value in (Program #1887) that indicates the number of months the work order will go back from the closed date, when loading the pick list.. The work orders within those months  will display in the Work Order pick list.

Viewing the Change Log

When you open, change, or create an entry in the Communication Log, you may view a list of changes that have been made to the selected entry in the Communication Log Details window. Choose Log and the Change Log tab opens.

The following graphic shows the Communication Log Details window with the Change Log displayed.

Viewing the Owner Time Log

When you open, change, or create an entry in the Communication Log, you may view a list of users and departments that have been assigned to the selected entry and how long the entry was assigned to them in the Communication Log Details window. Choose Log and the Change Log tab opens. Choose the Log tab to view the Owner Time Log.

The following graphic shows the Communication Log Details window with the Owner Time Log displayed.

Note: When the Owner Time Log shows no owner assigned, the entry was closed at that time. An owner must be assigned to open entries; an owner cannot be assigned to closed entries.

Searching Log Entries

If the Communication Log displays a large number of entries, use Search to narrow the display.

Note: Six company-specific variables exist for report and search purposes, Key 1 through Key 6. Options for these variables originate from program #1519:

l    If option ba234 is on, the Key 2 field is indexed.

Use the following steps to search for entries in the Communication Log:

1.  Choose Search.

  w The Search dialog box opens.

   2.    Complete the following fields, as needed, to narrow the search:

l    In Create Date — select a date range

l    In Follow up Date — select a date range

l    In Create User — select a user name

l    In Sent-To User ID — select a user name

l    In Sent-To Department — select a department

l    In Generating Source — select a code for a module

l    In Communication Code — select a communication code for a log entry

l    In Resolution Code — select a resolution code for a log entry

l    In Key 1 — select a variable to narrow the report

l    In Key 2 — select a variable to narrow the report

l    In Key 3 — select a variable to narrow the report

l    In Key 4 — select a variable to narrow the report

l    In Key 5 — enter text to narrow the report

l    In Key 6 — enter text to narrow the report

l    In Status — select a status code for a log entry

l    Search Archive checkbox to search archive data, the comm log entry must be closed and resolved to receive archive data

l    Mon Stat — select a monitoring status for a log entry

Note: You cannot use wildcard characters in this dialog box. Not all fields need to be completed to perform a search, but the more information entered will result in a more specific result output.

•  Satisfaction --- select a Satisfaction rating to narrow the report

   3.    Choose OK to perform search or Clear to clear search parameters.

Reading an Entry in the Communication Log

You can view the details of any Communication Log entry.

Use the following steps to read an entry:

   1.    Highlight the entry that you want to read.

   2.    Choose Get Record.

  w SBN displays the Details window.

   3.    After SBN displays the entry in the Details window, you may choose Next Record or Previous Record to scroll through other entries listed in that mode.

Changing an Entry in the Communication Log

You may change the details of — or add information to — an entry in the Communication Log.

Use the following steps to change an entry:

   1.    Select the entry you want to change.

   2.    Choose Change Record.

  w SBN opens the Details window and displays the details of the entry. Some fields open for changes.

   3.    Change the details, as needed.

Note: If you select a Resolution Code, SBN clears the Send to User, Send to Department, and Follow Up Date fields.

   4.    In Communication Text — type additional information.

   5.    Choose Save to leave the entry open for follow up or Save and Close if the entry has been resolved.

  w SBN changes the details. If you typed text in Communication Text, when you view the entry again, SBN displays the history of the text in reverse chronological order — most recent first. When you close the log entry, the system logs the date and user.

Copy and Paste in the Communication Text Window

Users can copy and paste text from the Communication Text window.

1. Open an existing installation in Program 559

2. Go to the Communication Log (Ctrl + W)

3. Double click on a log in the list

4. In the bottom right corner is the Communication Log Text

5. Double click in the Communication Text window and a pop up box will display with the Date, Time Stamp, and Text from the text window.

6. Highlight the text in the box, right click on the text to copy and paste it into a document.

Creating an Entry in the Communication Log

Although you may access the Communication Log from anywhere in SBN by choosing [CTRL+W], you may only create new entries in the Communication Log under the following conditions:

• You must have an account, installation or contract open when you access the Communication Log

• You must use one of the following modes:

q    Account

q    Contract

q    Installation

Note: New Record is not available in the User or Department modes.

Use the following steps to create a new entry in the Communication Log:

   1.    With an account, contract, or installation open, choose [Ctrl+W].

‰    The Communication Log opens.

   2.    Choose New Record.

‰    The Details window opens with some fields open for selecting and typing information.

Note: The Launch URL button appears in this window if action 559/704 is enabled in your user action profile. This button opens a URL in your Internet browser defined by option clogweb and passes parameters defined by the option to the URL from the Communication Log entry.

Note: When option temp106 is on, the cursor focus is on the Communication Text field when you choose the New button.

   3.    Complete the following fields, as needed:

Note: Required fields are indicated. Non-required fields may be entered as the user desires.

l    In Key1, Key2, Key3, and Key4 — you may select a company-defined code for reporting and sorting purposes (This menu originates from program #1519.)

Note: If option ba416 is on, Key 1-4 fields display no drop-down items if the selected Generating Source or Communication Code does not have drop-down items defined in Keys (program #1519).

If option ba416 is off, all drop-down items display in Key 1-4 menus regardless of Generating Source or Communication Code designation.

l    In Key5 and Key6 — you may enter text used for reporting and sorting purposes.

   q  When creating a communication log entry on a particular installation, if the generating source code and Communication log both have Key #2 defined, and Key #5 has a valid e-mail address typed in it than an e-mail         will be sent to the e-mail address listed in Key #5.  The information contained in the e-mail is set in program 1766 – Report Messages. It may include from the installation: @customer_name@', '@customer_email@', '@address@', '@state@', '@country@', '@ins_no@'.

l    In Generating Source — select the code of the program from which you accessed the Communication Log

Note: This field defaults with the code of the program from which you accessed the Communication Log, but you may override the default. If option ba441 is on, this field defaults with the code entered in the Generating Source field of Actions (program #1502) for the user's action profile.

l    In Communication Code — Required -- select code for type of communication (reason for the call). (This menu originates from program #1517.)

l    In Media — you may select a media type (means of communication). (This menu originates from program #1520.)

l    In Direction — select one of the following:

q    Incoming if log entry originated from the customer

q    Outgoing if the log entry originated from the company

l    In Status — select status of the entry. (This menu originates from program #1721.)

Note: Automatically fills in New for a new entry.

l    In Sub Status — select substatus of the entry

l    In Satisfaction — select satisfaction level of the customer

l    In Prio — enter a number indicating the priority level of the entry

l    In Follow Up Date — select reminder date for follow-up

l    In Send-To User — Required if the entry is open and not sent to a Department -- select a User to send the entry to for follow up

Note: User may automatically fill in depending on which Communication Code is entered.

l    In Send-To Department — Required if the entry is open and not sent to a User -- select a Department to send the entry to for follow up

Note: You can only select one of the Send-To fields, either the Send-To User or the Send-To Department field. You cannot select both fields.

Note: Department may automatically fill in depending on which Communication Code is entered.

l    In Resolution Code — Required if the entry is closed -- select code for the resolution of the entry.

Note: If you select a Resolution Code, SBN clears the Send to User, Send to Department, and Follow Up Date fields.

Note: Entering a Resolution Code automatically puts the Communication Log entry into closed status by checking the Closed box.

l    In Closed — check this box if the entry has been resolved and does not require follow up

Note: When dynamic option ba443 is on, new communication logs will default to closed with today's date. The closed date and User ID will automatically populate. If off, Communication Log works as normal and the communication log will be open when created.

l    In Contact — select a Contact for the entry

l    In Contact Phone — enter a phone number for the selected Contact, or use the phone number that automatically fills in for the selected Contact

l    In Agency — select a Collection Agency if the entry is for a Collections issue

l    In Agency Action — select an Action taken by the Collection Agency

l    In Lien Date — Select a lien date attached to the entry, if applicable

l    In Property Description — Type an additional description of the Resolution, if desired

l    In Communication Text — type text that describes the communication and actions taken

Note: SBN saves this text on the applicable work order in Work Order Text, replacing the default work order text.

   4.    Choose Save to leave the entry open for follow up or Save and Close if the entry has been resolved.

Helpful Hint: User Defined Keys

Keys 1 through 4, and free text fields Keys 5 and 6 are user defined fields for defining reports and searches. A user may set up these fields for any purpose, such as to further explain selections made in other fields. (These fields originate from program #1519.)

Example: Keys 1 and 2 may be used to expand on the Communication Code selected. If a customer calls complaining that his/her statement has been delayed due to his/her address being incorrect, the user would select the Communication Code "Billing Question". To further define the entry, the Key 1 drop-down menu could include "Statement Issue", Key 2 could include "Address", and the user could type in Key 5 free text "employee did not include apartment number" to explain the reason the address was incorrect on the statement.

Conditional Fields:

You may set up the Key 1 through Key 4 fields to prompt additional fields to open below the Property Description field when a particular item is selected from the drop-down menus.

Example: Key 3 may be set up to further expand on the Resolution Code. In the example situation above, the resolution for the entry may be to give the customer a coupon for a future discount. The user would select the Resolution Code "Discount", and in the Key 3 field, choose "Coupon". This selection in Key 3 could prompt a new field to open below the Property Description field with a drop down menu listing types of coupons you may give customers.

Note: Turn on option ba337 to create Resolution Time and Create Time indexes and generate Communication Log reports more efficiently.

Sending Entries to Another User

Assign a user to an entry in the communication log in order to ensure an issue is resolved. Sent entries then appear in the recipients User mode of the Communication Log.

To have an entry appear in your User mode, send the entry to yourself. If option ba363 is on, SBN automatically acknowledges an entry you send to yourself and removes the * from the Not Read column for the selected entry. If this option is off, you must acknowledge an entry you send to yourself. SBN displays an * in the Not Read column of the selected entry until you acknowledge it.

Note: Action 559/352 controls your ability to send entries to other users. If your action profile contains this action, you may send entries to any other user. If your action profile does not include this action, you may only send entries created by or sent to you. If you attempt to send an entry to a user other than yourself, SBN displays the following message:

Use the following steps to send entries to another user:

   1.    Highlight the entry that you want to send to another user.

   2.    Choose Send to another user.

‰    The Communication Send window appears.

   3.    Complete the following fields:

l    In Send To User — you must select the ID of the user to whom you want to send the entry

l    In Send-To Department — you must select the department associated with the selected User.

l    In Follow up Date — you may select a deadline for the user to follow up on the entry

   4.    Choose Send to send the communication or choose Exit to abandon the process.

‰    SBN alerts the user to unread communications and displays the sent entries in the User mode of the selected user. If the entry sent to another user has an overdue follow-up date, the entry appears in both the original user’s and the new user’s User modes.

Note: To alert the user of unread communication, SBN displays the flashing Communication Log logo in the user’s Status Bar. For more information on indicators in the SBN Status Bar, see the SBN Status Bar document. Also, SBN displays the following message when the user logs into SBN.

Note: If you are already logged into SBN when you receive the flashing Communication Log logo, you must exit SBN and re-login. After logging in, the Confirm dialog displays.

If there are no communications assigned to you but there are communications assigned to your department, the Confirm dialog reads, "Your department has UNREAD communications. Read them now?"

Note: The Create Date column displays the original Communication Log creation date, not the date that the user sent the transaction.

Note: Snoozing Unread Communication Messages - If Action 1888/1 is enabled for user profile, user will have the ability to select a date/time to 'snooze' the 'unread' communication reminder. This defaults to 24 hours but may be set for shorter or longer.

Selecting Resolution Codes

Resolution Codes allow users to determine at a glance how an entry was resolved. Show Resolution allows a user to enter a Resolution Code and simultaneously close the entry, removing it from the user's workflow (User and Department modes). The menu of available Resolution Codes will vary according to the Communication Code selected when the entry in the Communication Log was created.

Note: Resolution codes originate from program #1877, but are attached to communication codes in the sublevel of program #1517.

Use the following steps to select a communication resolution:

   1.    Highlight the entry ready for a resolution code.

   2.    Choose Show Resolution.

  w The Communication Resolution dialog box opens.

   3.    In Resolution Code — select a code that corresponds to the resolution of the communication.

Note: Resolution codes appear in the user’s default language.

   4.    Choose Save.

  w SBN moves the entry out of the display in your User or Department mode and displays the selected resolution code and the date closed in the entry in other applicable modes.

Note: Use option ba399 to set up a default resolution code that will automatically be assigned to closed entries.

Note: When option logdial is On, a user may press on a phone number while in the communication log and an additional log will be created showing that a call was made and it will save any comment entered in the extension.

Unclosing a Log Entry

When saving a log entry you can choose to Save and Close. The close logs the user, Resolution Code, and date when the log entry is closed. The log entry is then prevented from any changes. To update a closed log entry, you must Unclose the entry.

Use the following steps to Unclose an entry to the Communication Log:

1.    In Account, Contract, or Installation Mode, highlight the closed entry you want to reopen.

2.    Choose UnClose.

  w SBN opens the Details window and displays the details of the entry with the Resolution Code field blank and the Closed box unchecked. Other fields open for changes as well.

4. Change the details, as needed.

5. Choose Save to save changes and leave the entry open or Save and Close to save changes and close it again.

Related Programs

The following table lists programs related to the Communication Log.

Button Functions

The following table displays the buttons, describes the shortcut keys, actions and functionality.

Modifications and Updates to the Communication Log

The following table lists modifications and updates to the Communication Log document.