Chapter. Aborting a Call. Recovering an Incomplete Call

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1 Chapter 9 Aborting a Call Recovering an Incomplete Call

2 Aborting Calls and Recovering Incomplete Calls Aborting a Call This chapter describes two activities for unusual call processing: How to abort a call. How to recover incomplete calls. Learning about Aborting Call You could begin processing a call and not be able to gather enough useful information to process the call from beginning to end as you normally would. If that happens, you may need to abort the call. You can abort a call at any time. You might abort a call if one of these call situations occurs: You selected an incorrect client from the Call Start screen. The caller hangs up. The caller dials a wrong number. The caller decides not to file a claim. You are processing test calls as part of your informal training. When you abort a call, these events happen: The information generated by closing a call (such as faxes and Electronic Data Interchange (EDI) transmissions) is not generated nor sent. ClaimCapture stores the call information with the status of Aborted. Aborting a Call 9 1

Procedures for Aborting a Call There are two procedures for aborting a call, depending upon where you are when you do it: Aborting a call from the Closing Script screen.

Depending upon what screen you are using when you start this process, do one of the following: If you are at the Closing Script screen, click the Abort Call button.

3 Procedures for Aborting a Call There are two procedures for aborting a call, depending upon where you are when you do it: Aborting a call from the Closing Script screen. Aborting a call from any other screen. TO ABORT A CALL, FOLLOW THESE STEPS: 1. Depending upon what screen you are using when you start this process, do one of the following: If you are at the Closing Script screen, click the Abort Call button. If you are at any other screen, click the Abort option in the Navigation menu. You see a bright red warning message that the call will be aborted (see Figure 9 1). Figure 9 1. Call To Be Aborted Warning This screen closes automatically after several seconds and you see the Abort Confirmation request (see Figure 9 2). Figure 9 2. Abort Confirmation Request 2. Do one of the following: Click the OK button to abort the call. You see the Call Start screen. Click the Cancel button to end the abort process. You remain at the screen where you started. 9 2 Aborting Calls and Recovering Incomplete Calls

4 Recovering an Incomplete Call Learning about Incomplete Calls An incomplete call is one that is interrupted before you could close or abort. When this occurs, ClaimCapture stores the call record with the status In Process. After two hours, it changes the status to Abandoned. Using Call Lookup, you can recover the in-process call and then either close it or abort it before it is abandoned. You should try to recover an interrupted call whenever possible: Often, you can save time by finishing the existing call record rather than starting a new one. Even if it makes sense to reenter the call from scratch, you should recover the original call and abort it. If the status of the original call moves to Abandoned, resolving that status can take significant time and effort by account support staff. You use a Call Lookup search to find and retrieve the call from ClaimCapture s database. Figure 9 3 shows this screen listing a call with In Process status. Figure 9 3. Miscellaneous Call Lookup Screen Note You can only locate In Process calls by using the Miscellaneous tab. Other types of Call Lookups do not show In Process calls. Recovering an Incomplete Call 9 3

5 How to Recover an Incomplete Call The following procedure describes using the Call Lookup to finish a call that was interrupted. To recover a call, follow these steps: 1. At the Call Start screen, click the Call Lookup option from the Options menu. You see the Call Lookup screen. 2. On the Call Lookup screen, click the Misc link at the top of the page. You see the Misc Call Lookup screen. 3. On the Misc Call Lookup screen, fill in as much information as you have about the call you want to recover and then click the Query button. The search criteria fields in filter area include the following: Table 9 4. Miscellaneous Call Lookup Screen Search Criteria Field Client Code Call Status Call Rep Call Start From Explanation Calls handled for this client. Use the 3-character code found on the Call Start screen. Only calls that are in process. Use INPROC. Calls handled by this call representative. Use the user name that the call representative uses on the Claim- Capture Log-In screen. If you handled the original call, use your log-in user name. Range to include calls that started after this date and time and before the following date and time. Use the date and time at the beginning of this range. Note: Call Start date and time are shown in the header area of call flow screens. Call Start To Range to include calls that started before this date and time and after the preceding date and time. Use the date and time at the end of this range. Note: Call Start date and time are shown in the header area of call flow screens all of the options for working with Call Lookup, see Chapter 12, Using Call Lookup. 9 4 Aborting Calls and Recovering Incomplete Calls

6 ClaimCapture finds the call records matching the criteria you entered (see Figure 9 5). Client Code Call Status: INPROC Call Rep Call Start Date and Time Figure 9 5. In Process Call Found by Call Lookup If you do see the call you want, go to Step 4. If you do not see the call record you wanted, revise your search criteria and try again. If you try several times and still do not find it, ClaimCapture may have changed its status to ABANDONED. You can check this by searching with that call status. Once the call is abandoned, you cannot recover it. 4. If you are not sure that this is the record you want, you can open it for viewing by clicking on it to select it and then clicking the View Details button. When you close it, the record remains unchanged. If you do want to finish this record, go to Step 5. If you want to search for another record, go back to Step If you are sure that this is the record you want, open it by clicking on it to select it and then clicking the Edit button. You see the call record ready to be worked on. You see the call record ready to be worked on. 6. Do one of these steps: Complete the call as you normally would. Abort the call. how to abort a call, see Aborting a Call on page 9 1.

BANNER 9 NAVIGATION TIPS 03/26/2018. Next Block. Bottom right of page. Upper right of page. Bottom right of filter page or. Bottom right of pop-up box

BANNER 9 NAVIGATION TIPS 03/26/2018. Next Block. Bottom right of page. Upper right of page. Bottom right of filter page or. Bottom right of pop-up box Documentation Prepared By: Leanna Bowman leanna.bowman@wwu.edu 360-650-3996 March 23, 2018 New Terminology Old Terminology New Terminology Forms Blocks Next Block Rollback Query Pages Sections Go Start