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This guide explains how to manually call a Customer when one is scheduled as an event in the Collection workflow.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Place the Call - Note:
If the primary phone number has been excluded from receiving calls, the system will automatically direct the call to a non-excluded number.
If all phone numbers on the Customer's account have been excluded from receiving calls or there is only one number on the record, this Collection step will either be completely skipped or removed from your task list, depending on when the exclusion was created and a note will be added to the record indicating this happened.
(A) Start Collection Call - Click to initiate the call to the past due Customer. The system will ring your location phone to begin the call and you’ll be prompted to press 1 to connect with the Customer. CallPotential will automatically dial/connect to the main number on the Customer's account. If you are connected as an Agent via the computer, CallPotential will dial the Customer directly without any additional steps.
(B) Start Collection Call dropdown - If you wish to call a number other than the main number on the Customer account, click to access and select additional account phone numbers (if available).
(C) Next Event - Indicates the next scheduled collection date and the type of communication.
(D) Information - Click for more detailed information regarding the next Collection event.
During the Call
(E)Promise to Pay - If enabled by your management team, this temporarily delays future collection events.
(F)Pay- Click to take Customer payment.
End the Call - Note: If you are connected via phone, simply hang up the phone to end the call. Once the call has been completed, the call will be removed from your Outstanding Collection list.
(G) End Call - Click to end the call if you are connected via computer. If connected via either phone option, simply hang up.
