Telemarketing Reference Manual Prophet 21 FASPAC 5.0

Transcription

1 Telemarketing Reference Manual Prophet 21 FASPAC 5.0

2 Table of Contents INTRODUCTION 4 Before You Begin 4 Status Codes 5 Call Type Codes 5 Customer Maintenance 5 Call Records 6 Inquiry, Editing, and Reports 6 Miscellaneous 7 Terms 7 CUSTOMER MAINTENANCE (TM/TCM) 9 Entry/Inquiry Screen 9 CALL SUMMARY (TM/TCS) 12 Summary Entry/Inquiry Screen 13 Detail Entry/Inquiry Screen 15 PLANNED CALL REQUEST (TM/PCR) 18 Entry/Inquiry Screen 18 CALL LISTING (TM/TCL) 21 Entry/Inquiry Screen 21 Print Detail - Entry/Inquiry Screen 24 DELETE CALLS (TM/TDC) 26 Entry/Inquiry Screen 26

3 The documentation in this publication is provided pursuant to a Sales and Licensing Contract for the Prophet 21 System entered into by and between Prophet 21 and the Purchaser to whom this documentation is provided ( License Agreement ). In addition, the licensed software to which this documentation refers may be supported in accordance with a customer support agreement by and between the same parties ( Support Agreement ). All warranties, conditions of use, transfer restrictions, and other provisions in the License Agreement or Support Agreement which are applicable to Licensed Software, are applicable to this publication. In addition, this publication may include inadvertent technical inaccuracies or typographical errors for which Prophet 21 is not responsible. Changes may be periodically made to this publication; these changes will be incorporated in new editions of the publication. Any questions about the material contained in the publication should be addressed to the Prophet 21 Customer Support Department at by entering a support case. Nothing in this statement amends or extends the terms of your agreement with Prophet 21 including any warranties that may be included in our products. Warranties for such agreements are set forth in your agreement with Prophet 21. Prophet 21 may make improvements and/or changes to the Licensed Software described in this publication at any time without notice. 6/17/05 Prophet 21 Faspac The Prophet 21 system and Prophet 21 Faspacare trademarks of Prophet 21. All other trademarks and registered trademarks are the property of their respective companies.

4 INTRODUCTION The Telemarketing module is optional and provides an excellent means of tracking calls to your prospective and current customers. The module allows flexibility in the degree of detail of information that is recorded and reported. You can make your records as detailed or as brief as you need. This versatility allows you to utilize the module in the way that best suits your specific needs. Telemarketing Customer Maintenance (TM/TCM) is used to create and edit customer information records for both customers and prospects. The information entered in this program is more detailed than that in the Customer Master Record (CP/MAI). The information can include: sales volume, number of employees, years in business, special information, branch information, up to six contact names with titles, phone numbers and notes, and miscellaneous business and general information. Phone calls made to your prospective and current customers are recorded in call records. There are two different types of call records available, Call Summary Records and Call Detail Records. Both can be used to record questions and comments that resulted from telemarketing calls or they can act as reminders to make future contact with customers/prospects. Both records are accessed through the Call Summary program (TM/TCS). The Call Summary Record is retrieved first, and if additional or more detailed information must be recorded, the Call Detail Record can be accessed. Through the use of Status Codes and Call Type Codes, the Telemarketing module can be used by two or more groups without interfering with one another. For example; the accounts receivable department can set up and use their codes, while the sales department sets up and uses their own codes. Status Codes and Call Type Codes can also be referenced by the system as a means of determining which records to delete and/or print. Function keys are used in the Customer Maintenance (TM/TCM) and Call Summary (TM/TCS) programs to search for a specific customer. Use F1 to begin the search based on the customer number entered. Use F2 to begin the search based on the customer short name entered. Use the F3 and F4 function keys to scroll forward and back through the Customer Master File. Use F5 to begin the search based on the phone number entered. Keep in mind that FASPAC searches for phone numbers in reverse order. For example, if a customer s phone number is (123) , you could enter 7890 or or and then press F5. Entering 123 would not generate the desired results. The system would assume the phone number ended with 123 and would search for numbers ending with these digits. BEFORE YOU BEGIN Determine which Status Codes (other than those that are system defined) and Call Type Codes you want to use. These codes can be one or two alphanumeric characters and must be set up through the System Code Maintenance program (SYCD) in order to be used in the Telemarketing programs. See the System Code Maintenance section of the manual for additional information.

5 Verify that all customers/prospects you plan on using in the Telemarketing module are set up in the Customer Master File (CP/MAI). See the Customer Processing section of the manual for detailed information on creating Customer Master Records. STATUS CODES Telemarketing Status Codes are used to define the origin/status of a call record. There are four system defined Status Codes: A - accounts receivable related call record C - completed/closed call record P - generated by the Planned Call Request program (TM/PCR) R - generated by the Percentage Change Report (CP/PCH) Other Status Codes must be set up through System Code Maintenance in order to be used in the Telemarketing module. The record type for each Status Code is TM and each code can be one or two alphanumeric characters. The Call Listing (TM/TCL) can be printed for all or specific Status Codes. Call records can be deleted (TM/TDC) for all or specific Status Codes. CALL TYPE CODES Once a call record is flagged with a Status Code, You can wish to categorize the call even further. This is the purpose of Call Type Codes. Call Type Codes are used to narrowly define the reason for the call record. Unlike Status Codes, there are no system defined Call Type Codes. All Call Type Codes must be set up through the System Code Maintenance program (SYCD). The Record Type for each Call Type Code is TT and each code can be one or two alphanumeric characters. Call Type Codes also make it possible for two or more groups to use the Telemarketing module, without interference. A specific department can set up and use their codes, while a different department sets up and uses their own codes. Because listings can be printed for particular Call Type Codes, each department can run reports for their codes only. In this way, each group can use and maintain their own call records and listings without disrupting or being disrupted by those of the other group. CUSTOMER MAINTENANCE Telemarketing Customer Maintenance (TM/TCM) is used to create and edit customer information records for both customers and prospects. The information entered in this program is more detailed than that in the Customer Master Record (CP/MAI). The information can include: sales volume, number of employees, years in business, special information, branch information, up to six contact names with titles, phone numbers and notes, and miscellaneous business and general information. This information can be included or excluded when printing a Call Listing (TM/TCL). The Telemarketing Customer Record is simply used as an additional record, in which to store more detailed information on each customer. If sufficient information is stored in the Customer Master

6 Record (CP/MAI), it may not be necessary to create a Telemarketing Master Record. As long as a Customer Master Record (CP/MAI) exists for the customer/prospect, they can be included in any Telemarketing program. CALL RECORDS Phone calls made to prospective and current customers are recorded in call records. There are two different types of call records available; Call Summary and Call Detail Records. These are the focus of the Telemarketing module. General information and notes from calls are stored in Call Summary Records. This information can include the date of the call, the Status Code, the Record Type Code, the operators initials, and up to 53 alphanumeric characters of summary information. If additional information must be recorded, a Call Detail Record is created. Call Detail Records store more detailed information, including some or all of the following: the Status Code, the Call Type Code, up to four lines of questions/comments, a list of up to 3 item categories and material codes that were discussed, up to two lines of action to be taken information, and a summary statement. You can create Call Summary Records in one of four ways: Directly through the Call Summary program (TM/TCS) Indirectly by creating a Call Detail Record through the Call Summary program (TM/TCS) Based on the Planned Call Request program (TM/PCR) Based on the Percentage Change Report program (CP/PCH) Call Summary Records can be created for specific customers/prospects based on the warehouse, salesman, business type, number of days since the last call, and the Telemarketing Status Code through the Planned Call Request program (TM/PCR). A Call Summary created through the Planned Call Request program (TM/PCR) has a Status Code of P and is dated the day the Planned Call Request program is run. For example; Call Summary Records could be created for all customers in warehouse 01, for salesman 100, that have not been called in the last 90 days, excluding customers with a Call Record with a Status Code of A. Call Summary Records can be created for customers that have had a specified increase or decrease in sales through the Percentage Change Report (CP/PCH). These Call Summary Records each have a Status Code of R and are dated the day the Percentage Change Report is run. Refer to the Customer Processing section of the manual for additional information. INQUIRY, EDITING, AND REPORTS Customer/prospect information and Call Records are available for inquiry, editing, and listing. Customer/prospect information can be displayed for inquiry or editing purposes through the Customer Maintenance program (TM/TCM). Customer Maintenance can be accessed directly from the Telemarketing menu or through the Call Summary program (TM/TCS). Existing Call Summary Records are displayed in chronological order beginning with the most recent entry through the Call Summary program (TM/TCS). Call Detail Record can be displayed by entering the line number of the corresponding Call Summary Record and pressing the F4 function key. Both Call Summary Records and Call Detail Records can be edited once they are displayed.

7 Reports containing some or all call information can be produced through the Call Listing program (TM/TCL). Based on parameters you set, the Call Listing can be tailored to meet your specific needs. Examples of Call Listings include: All Call Records with a specific Status Code and/or Call Type Code All Call Records with open, past due action items All Call Records for a specific salesman s customers and/or prospects All Call Records within a specific range of dates A Call Listing can be printed at any time, but should always be printed after creating Call Summary Records through either the Planned Call Request program (TM/PCR) or the Percentage Change Report (CP/PCH), as an aid in directing your Telemarketing efforts. MISCELLANEOUS Call Records can be deleted individually through the Call Summary program (TM/TCS) or in groups through the Delete Calls program (TM/TDC). The Delete Calls program allows flexibility in determining the groups of records to delete. When records are deleted, both the Call Summary Record and the corresponding Call Detail Record are erased. The Customer History Maintenance program (CP/HM) can be accessed through the Telemarketing Customer Maintenance (TM/TCM) and the Call Summary (TM/TCS) programs. See the Customer Processing section of the manual for information regarding the Customer History Maintenance program. TERMS Customer information Optional information that is entered for a prospect or customer through the Customer Maintenance program (TM/TCM). Call Summary record A call record created through the Call Summary program (TM/TCS). A brief record of a call made to a prospect or customer that includes some or all of the following information: date, Status Code, Call Type Code, operator initials, and summary statement. Call Summary Master file All Call Summary Records created through either the Call Summary program (TM/TCS) or through the Planned Call Request program (TM/PCR) or through the Percentage Change Report program (CP/PCH) that have not been deleted. Call Detail record A call record created through the Call Detail screen of the Call Summary program (TM/TCS). This record is a more detailed record of a call made to a customer or prospect. It may include some or all of the following information: date, Status Code, Call Type Code, questions/comments, item categories/description codes, action items, and summary statement. Call Detail Master file All Call Detail Records created through the Call Summary program (TM/TCS) that have not been deleted. Call Request record Created through the Planned Call Request program (TM/PCR). Creating a Call Request Record creates a Call Summary Record.

8 Call Type code Defines the reason for the call. It must be set up through the System Code Maintenance program (SYCD) in order to be used in the Telemarketing programs. Call records can be printed based on Call Type Codes. Status code Defines the origin of a call record and designates a call record as closed. It must be set up through the System Code Maintenance program (SYCD) in order to be used in the Telemarketing programs. Call records can be listed and deleted based on Status Codes.

9 CUSTOMER MAINTENANCE (TM/TCM) Telemarketing Customer Maintenance (TM/TCM) is used to create and edit customer information records for both, customers and prospects. The information can include sales volume, number of employees, years in business, special information, branch information, up to six contact names with titles, phone numbers and notes, and miscellaneous business and general information. This information can be included or excluded when printing a Call Listing (TM/TCL). Customer Maintenance is optional in the Telemarketing module. It is simply used as an alternative record, in which to store more detailed information on each customer. If sufficient information is stored in the Customer Master Record (CP/MAI), it may not be necessary to create a Telemarketing Master Record. As long as a Customer Master Record (CP/MAI) exists for the customer/prospect, they can be included in any Telemarketing program. The Customer Maintenance program can be accessed directly from the Telemarketing menu or through the Call Summary program (TM/TCS). ENTRY/INQUIRY SCREEN

10 Field Cust Description You can look up a customer by name, customer number, or phone number. If you do not enter the name or number exactly as it was originally entered into the system, the Invalid Entry error message displays. To avoid this, we recommend that you enter only the first few characters and use the function keys to scroll through the list of existing customers. Refer to the bottom of the screen for assistance in using the function keys. To accept the displayed customer press Return. Error Message: Invalid Entry, Function, Or End Of File...SKIP An invalid customer number/short name/phone number was entered, the wrong function key was pressed, or the end of the file was reached while scrolling. Press Skip to acknowledge the message and begin again. New Record - Do You Wish To Create? Select This field displays only if customer information has not been entered for this customer. Y Enter information for the displayed customer. N Do not enter information for this customer. The cursor moves back to the Cust field. Enter the line number of the field you wish to edit. Refer to the bottom of the screen for assistance in using the function keys to access different screens. If you are entering information on this customer for the first time, the cursor moves through each of the following fields. The following fields are all optional. They can be left blank or they can be used to store additional information on customers and prospects. Since the fields are not limited by code entries, they can be used in the manner that best suits your specific needs. Entries are limited only by the number of characters allowed in each field. If you want to delete information in a field, remember that SKIP deletes information from the cursor to the end of the field. To delete all the information in a field, press Skip with the cursor on the first character of the field. Sales Vol Employees Enter the dollar amount that this company sells in an average year. Enter the number of employees in this company.

11 Years In Business Spec Info Branches Name Title Phone/Mailstop Notes Bus Info Gen Info Enter the number of years this company has been in business. This field can be used to record notes and comments on the customer/prospect. This field can be used to record the number of branches, the name, or location of each branch. Enter the contact name from each branch. Enter the title of the contact. This field can be used to record the branch phone number, address, mailstop, or any location information you want saved. This field can be used to record notes and comments on the customer/prospect. Enter any additional information. Enter any additional information. The following fields are updated by the system and cannot be changed. Co Bus Type The company number you are signed on to. The Business Type Code assigned to this customer through the Customer Processing Maintenance program (CP/MAI).

12 CALL SUMMARY (TM/TCS) The Call Summary program (TM/TCS) is used to display, create, and edit Call Summary Records and Call Detail Records. Call records can be created for any customer or prospect set up in the Customer Master File (CP/MAI). The Call Summary program can also be accessed through the Customer Maintenance program (TM/TCM). The Call Summary program consists of two screens: the Call Summary/Customer Data screen and the Call Detail screen. Call Summary Records are created and edited in the Call Summary/Customer Data screen. Call Detail Records are created and edited in the Call Detail screen of the Call Summary program. A Call Summary Record consists of the date, the Status Code, the Call Type Code, the initials of the person entering the information, and a summary statement of up to 53 alphanumeric characters. Existing Call Summary Records display chronologically, beginning with the most recent record, in the Call Summary/Customer Data screen. The records can be displayed beginning with a specific date. Displayed records can be edited or deleted. New Call Summary Records can be created individually or in a continuous manner (by using the Add mode). Other options include: accessing the Call Detail screen to create or edit Call Detail Records, accessing the Telemarketing Customer Maintenance program (TM/TCM) to enter or edit customer information, and accessing the Customer History Maintenance program (CP/HI). A Call Detail Record is created through the Call Detail screen, which is accessed by pressing the F4 function key in the Select field of the Call Summary/Customer Data screen. A Call Detail Record includes the same information as a Call Summary Record plus an additional four lines of questions/comments, three lines of information regarding products discussed, and up to two lines of action items. An existing Call Detail Record can be displayed and edited by entering the line number of the corresponding Call Summary Record in the Select field of the Call Summary/Customer Data screen and the pressing the F4 function key. Call Detail Record information can be included or excluded when a Call Listing (TM/TCL) is printed. Call records created through the Call Summary program are assigned a Status Code and/or Call Type Code by the person creating the record. A Call Summary Record created through the Percentage Change Report program (CP/PCH) is automatically assigned a Status Code of R, while a record created through the Planned Call Request program (TM/PCR) is automatically assigned a Status Code of P. Refer to the Introduction of this section for additional information regarding Status Codes and Call Type Codes.

13 SUMMARY ENTRY/INQUIRY SCREEN Field Whse Description Enter the warehouse number to which the customer is assigned. A valid warehouse number must be entered. To exit, leave blank and press Skip or CMD. Cust You can look up a customer by name, customer number, or phone number. If you do not enter the name or number exactly as it was originally entered into the system, the Invalid Entry error message displays. To avoid this, we recommend that you enter only the first few characters and use the function keys to scroll through the list of existing customers. Refer to the bottom of the screen for assistance in using the function keys. To accept the displayed customer press Return. Error Message: Invalid Entry, Function Or End of File...SKIP Either an invalid customer number, short name/phone number was entered, the wrong function key was pressed, or the end of the file was reached while scrolling. Press Skip to acknowledge the message and begin again.

14 SELECT Enter the line number of the field you want to add/edit. To create Call Summary Records in the ADD mode, press F8. Once F8 is pressed, the displayed records are cleared from the screen (not deleted) and the cursor moves through each field, allowing you to add all necessary information. To exit the ADD mode, press Skip in the Date field of any line. Refer to the bottom of the screen for assistance in using all of the available function keys. Date When adding a record, the sign on date displays in this field. Accept this date by pressing Return or enter another date in MMDDYY or MMDDYYYY format. S This field is optional, and can be left blank. Any entry made must be a valid Telemarketing Status Code set up in SYCD or one of the system-defined Status Codes (A, C, P, R). A Accounts receivable related call record. C Completed/closed call record. P Generated by the Planned Call Request program (TM/PCR). R Generated by the Percentage Change Report (CP/PCH). See the Introduction section for detailed information on Status Codes. Type This field is optional, and can be left blank. Any entry made must be a valid Telemarketing Call Type Code set up in System Code Maintenance (SYCD). See the Introduction section for detailed information on Call Type Codes. Opr The initials of the person signed on display. These initials are entered at the time the password is entered in the Security System. Accept these initials by pressing Return or enter different initials. Call Summary SELECT Enter a summary statement. Enter the line number of the field you wish to change. To enter detailed call information, press F4 to access the Call Detail screen. The following fields are updated by the system and cannot be modified. Bus Type A/R Total The Business Type Code entered for this customer in the Customer Maintenance program (CP/MAI). The total outstanding accounts receivable amount for this customer.

15 Over 150 Days 120 Days 90 Days 60 Days 30 Days Current The total A/R amount is aged and displays in the appropriate field. DETAIL ENTRY/INQUIRY SCREEN Field New Record - Do You Wish To Create? Description This field displays only if a Call Detail Record does not exist for this Call Summary Record or if creating a new Call Detail Record. The following fields are optional. Any one or all can be left blank. Call Type This entry must be a valid Telemarketing Call Type Code set up in the System Code Maintenance (SYCD). See the Introduction section for detailed information on Call Type Codes. Error Message: Invalid Code An invalid code was entered. Either enter a valid code or press Skip to leave this field blank. Next Call Questions/ Comments Enter the next date that you plan on calling this customer/prospect, in MMDDYY or MMDDYYYY format. The Call Listing can be printed according to this date. Enter any questions or comments you have on this customer.

16 Category Enter the item category that was discussed with this customer during the call. This entry must be a valid Category Code set up in Category File Maintenance (IM/CFM). Error Message: Category Not Found The category entered is not set up in the Category Master file. Either enter a valid category or press Skip to leave this field blank. Material Enter the Material Code that was discussed with this customer during the call. This entry must be a valid Material Code set up in the Nomenclature Master File (IM/NOM/MCM). Error Message: Material Code Not Found The Material Code entered is not in the Nomenclature Master File (IM/NOM/MCM). Either enter a valid Material Code or press Skip to leave this field blank. Action Items By (Date) These two fields are used to track follow-up calls, projects, and other action items that need attention. The sign on date displays. Enter the date by which this action item should be completed, in MMDDYY or MMDDYYYY format. To accept the displayed date press Return. C This field tracks the status of the corresponding action item. Y The action item has been closed, and no longer needs attention. N The action item is still open and needs attention. When printing a Call Listing (TM/TCL), all or only past due action items can be included. When deleting call records through the Call Delete program (TM/TCD), any record with an Action Item flagged as not closed can be excluded.

17 SELECT Enter the line number of the field you want to change. To access the Customer History Maintenance program (CP/HM) press F6. To abort changes, leave blank and press CMD (this option is available only if editing an existing Call Detail Record). To return to the Call Summary/Customer Data screen, press Skip. The following fields are updated by the system and cannot be modified. Whse Cust Bus Type The warehouse number entered in the Call Summary/Customer Data screen. The customer information from the Call Summary/Customer Data screen. The Business Type Code of the customer. The Business Type Code is set up in the Customer Master File (CP/MAI).

18 PLANNED CALL REQUEST (TM/PCR) The Planned Call Request program (TM/PCR) creates and flags Call Summary Records for customers who need to be called. You specify which customers to flag, by determining the minimum number of days it must be since the last call. Once the minimum is specified, the system locates all the customers/prospects that have not been called since the designated amount of time. A new Call Summary Record is created for each of these customers/prospects with No calls in X Days (X = The number that you determine through this program) as the summary statement and P as the Status Code (generated by Planned Call Request). These Call Summary Records are referred to as Call Request Records. Once Call Request Records are created, we recommend that the Call Listing be printed, and used as an aid in determining which calls to make. Call Request Records can only be created for customers and/or prospects that have existing records in the Call Summary Master File (TM/TCS). ENTRY/INQUIRY SCREEN

19 Field Whse Description Enter the warehouse number in which the records are stored. This entry must be a valid warehouse number. To exit, leave blank and press Skip or CMD. Select Customers For ONE Salesman? Enter Salesman Y Include only those customers assigned to one specific Salesman Code. N Include customers assigned to any Salesman Code. This field displays only if selecting customers for one salesman. You must enter a valid Salesman Code set up in the Salesman Master File (SA/MAI). Error Message: Salesman Not On File An invalid Salesman Code was entered. The cursor remains in this field until a valid code is entered or until Skip is pressed. Select Customers For ONE Business Type? Enter Business Type Code Y Include only those customers flagged with one specific Business Type Code. N Include all customers that meet the specified requirements, regardless of Business Type. This field displays only if selecting customers with one specific Business Type Code. You must enter a valid Business Type Code set up in the System Code Master File (SYCD). Error Message: Bus Type Not On File An invalid Business Type Code was entered. The cursor remains in this field until a valid code is entered or until Skip is pressed. Create Call if Not Called in Number of Days Enter Status Leave blank if the date of the most recent existing Call Summary Record is not to be considered when determining if a Call Request Record should be created. Enter the Status Codes to be EXCLUDED. You must enter valid Telemarketing Status Codes set up in SYCD or system defined Status Codes (A, C, P, R). As each code is entered, it displays on the next line. Once you have finished entering Status Codes, press Skip. To include all Status Codes, leave blank and press Return.

20 All, Exclude Prospects, Only Prospects? Do You Want To Continue? A Include both customers and prospects. E Include customers only. O Include prospects only. Only customers/prospects with existing Call Summary Records are considered. Y Create the Call Request Records as specified. N Exit without creating a Call Request Record. The following fields are updated by the system and cannot be modified. Co Salesman Cust Customer Name The company number you are signed on to. The Salesman Code assigned to the displayed customer or prospects displays as the Call Request Records are created. Each customer or prospect number displays as the Call Request Records are created. Each customer or prospect name displays as the Call Request Records are created.

21 CALL LISTING (TM/TCL) The Call Listing program (TM/TCL) is used to produce reports containing selected or all call information. Based on parameters you set, Call Listing reports can be tailored to meet your specific needs. The Call Listing program looks only at prospects and customers that have an existing Background Master File (TM/TCM) and Call Summary Record. A Call Listing can be printed at any time but should always be printed after creating Call Summary Records through the Planned Call Request program (TM/PCR) or through the Percentage Change Report program (CP/PCH). The Call Listing program has two screens in which to define the specifications of the report to produce. In the first screen, you specify which customers and/or prospects to include and which Call Summary Records to include/exclude. If the option to print detail is selected, the second screen displays, allowing you to define the amount of detail to print. When printing call detail information, questions/comments always print, but product groups and Action Items can be included or excluded. ENTRY/INQUIRY SCREEN Field Whse Description Enter the warehouse number from which to print the records. To include records from all warehouses, leave blank and press Skip. To exit, leave blank and press CMD.

22 Print For All Customers? Print By Customer Number Or Shortage? From Customer Thru Customer Y Consider all customers/prospects when applying the rest of the specifications. N Consider only a range of customers/prospects when applying the rest of the specifications. N Print the listing in customer number sequence. S Print the listing in short name sequence. These fields display only if you are printing for a range of customers, in customer number sequence. Enter the range of customer numbers for which to print. To print for one customer number only, enter the same characters in both fields. From Shortage Thru Shortage These fields display only if you are printing for a range of customers, in short name sequence. Enter the range of short names for which to print. To print for one customer only, enter the same short name in both fields. Print For One Salesman Code? Enter Salesman Y Print only those customers assigned to one specific Salesman Code. N Print the listing for all customers that meet the specified parameters. This field displays only if printing for one Salesman Code. This entry must be a valid Salesman Code set up in the Salesman Master File (SA/MAI). Error Message: Invalid Code The Salesman Code entered is not set up in the Salesman Master File (SA/MAI). The cursor remains in this field until a valid code is entered or until SKIP is pressed. Print For One Business Type? Enter Business Type Code Y Print only those customers flagged as one specific Business Type. N Print the listing for all customers that meet the specified parameters. This field displays only if printing for one Business Type Code. This entry must be a valid Business Type Code set up in SYCD. Error Message: Invalid Code The Business Type Code entered is not set up in System Code Maintenance (SYCD). The cursor remains in this field until a valid code is entered or until Skip is pressed.

23 The following four fields are used to specify the date range of the call records to be printed. For example; if you want to print call records past due as of 7/1, excluding those dated prior to 4/1, enter 7/1 in the Past Due As Of field, enter 4/1 in the From Date field, and enter 7/1 in the Thru Date field. Print For Past Due Only? Past Due As Of Y Print only those call records that are past due. N Print all records that meet the specified parameters. This field displays if printing for past due call records only. The sign on date displays. Accept this by pressing Return or enter another date in MMDDYY or MMDDYYYY format. Print For All Dates? From Date Thru Date Y Print for all the call records that meet the specified parameters, regardless of the record date. N Specify a range of dates for which to print. These fields display only if you are not printing for all dates. The sign on date displays in the From field. Accept this date by pressing Return, or enter the range of dates for which to print, in MMDDYY or MMDDYYYY format. The following four fields are used to include or exclude call records with specific Call Type Codes and/or Status Codes. Print For One Call Type? Enter Call Type Y Print only those customers flagged as one specific Call Type. N Print the listing for all customers that meet the specified parameters. This field displays only if printing for one Call Type. The entry must be a valid Call Type Code set up in SYCD. Error Message: Invalid Code The Call Type Code entered is not set up in System Code Maintenance (SYCD). The cursor remains in this field until a valid code is entered or until Skip is pressed. Print For All Call Status? Enter Status Y Print the listing for all customers that meet the specified parameters, regardless of their Call Status. N Specify which Call Status Codes to exclude from the listing. This field displays only if you are printing for a selected group of Call Status Codes. Enter the Status Codes to be EXCLUDED from the listing. You must enter valid Telemarketing Status Codes set up in SYCD or system defined Status Codes (A, C, P, R). As each code is entered, it displays on the next line. Once you have finished entering Status Codes, press Skip.

24 Print All, Exclude Prospects, Only Prospects? Print Detail Do You Want To Continue? A Print the listing for both customers and prospects. E Print the listing for customers only. O Print the listing for prospects only. Y The Print Detail screen displays. See the following pages for detailed field information. This field displays only if the listing is not printed in detail. Y Print the report as specified. N Exit without printing the report. PRINT DETAIL - ENTRY/INQUIRY SCREEN Field Print Customer Info, Call Detail Or Both? Print Only Customer Info? Description I Print the customer information only (sales volume, number of employees, and years in business). D Print detail only (questions, comments, product groups, and Action Items). B Print both. This field displays only if option I is selected in the above field. Y Print the information from the Customer Master Record (CP/MAI) and the Telemarketing Customer Master Record (TM/TCM). N Print the information from both master records (CP/MAI and TM/TCM), as well as the summary information from the call records.

25 Print Customer Info If No Calls Found? This field displays only if option B is selected in the above field. Y The customer information (from CP/MAI and TM/TCM) prints, even if no summary information has been entered in the Call Summary Record. N The customer information will not print, unless a Call Summary Record has been created for the customer. The following three fields are available only if a call detail option (D or B) is selected. Print Past Due Next Call Date As Of The sign on date displays. Accept this date by pressing Return or enter a different date, in MMDDYY or MMDDYYYY format. The system compares this date to the date entered in the Next Call field of the Call Detail screen. All calls that are past due as of the date entered will print. To include all Next Call information, regardless of the due date, leave this field blank and press Skip. Print Product Groups Discussed? Print Action Items? Y Print the Product Groups recorded in the Call Detail Record. N Do not include the Product Groups on the listing. Y Print all Action Items entered in the Call Detail Record. N Do not print the Action Items on the listing. The following two fields are available only if printing Action Items. Past Due As Of The sign on date displays. Accept this date by pressing Return or enter a different date, in MMDDYY or MMDDYYYY format. To include all Action Items, regardless of past due status, leave this field blank and press Skip. Include Closed Status Items? Y Print Action Items, even if flagged as closed in the Call Detail Record. N Do not print Action Items that are flagged as closed in the Call Detail Record. The following two fields are available only if a Cust Info option (I or B) is selected. Print Customer Contacts? Print Customer Information? Y Print the contact names, titles, phone numbers, and notes entered in the background Master File (TM/TCM). N Do not print the contact information on the listing. Y Print the Branch, Special, Business, and General Information from the Background Master File (TM/TCM). N Do not print the customer information on the listing.

26 DELETE CALLS (TM/TDC) The Delete Calls program (TM/TDC) is used to delete completed call records or call records that meet specified parameters. Call records can be deleted for all or a range of customers/prospects, in one or all warehouses. A call record is deleted based on the date specified and on the Status Code(s) specified. The option is given to exclude (not delete) a call record with an open Action Item. Call Summary Records that meet the specified parameters are deleted. If a corresponding Call Detail Record is found, it too is deleted. The Delete Calls program should be included with your monthly close procedures. ENTRY/INQUIRY SCREEN Field Whse Description Enter the warehouse number that contains the records you wish to delete. To include all warehouses, leave blank and press Skip. To exit, leave blank and press CMD. Delete All Customers? Y Delete all existing call records. N Delete the call records for one customer/prospect only.

27 Enter Customer This field displays only if the call records for one customer are being deleted. Enter the customer number for which to delete all existing call records. The entry must be a valid customer number. Correct? This field displays only if deleting call records for one customer/prospect. Y The customer number is correct. N Reenter the customer number. Delete Calls Thru Date The sign on date displays. Accept this date by pressing Return, or enter a different date, in MMDDYY or MMDDYYYY format. All call records for the specified customers/prospects with a date equal to or prior to the date entered will be deleted. Delete All Call Status? Enter Status To Delete Delete Call If Open Action Item Found? Do You Want To Continue? Y Delete all call records as specified. N Delete only those call records with a specific Status Code. Enter all the Status Codes for which to delete records. You must enter valid Telemarketing Status Codes set up in SYCD or system defined Status Codes (A, C, P, R). As each code is entered, it displays on the next line. Once you have finished entering Status Codes, press Skip. Y All specified call records will be deleted, even if it contains an open Action Item. N A call record that contains an open Action Item will not be deleted. This field allows you to check your entries before deleting call records. Y Delete the records as specified. N Exit without deleting call records.