Chapter. 2 Starting a Call. Logging In as a New Rep. Looking Up a Call. Shutting Down

Transcription

1 Chapter 2 Learning About Logging In Starting a Call Logging In as a New Rep Looking Up a Call Shutting Down

2 Getting Started Learning About Logging In This chapter describes how to start working with ClaimCapture. To use ClaimCapture, you must log in through your workstation. Note Before you can log in to ClaimCapture, you need a User Name and password that have been assigned to you. If you do not have a User Name and password, see your supervisor. When you open ClaimCapture in your Internet browser, you see the Log-In screen (see Figure 2 1 ). Learning About Logging In 2 1

3 Figure 2 1. Log-In Screen When you log into ClaimCapture, all activity on your workstation is associated with your User ID. When you leave your workstation such as for lunch or for a break log out of ClaimCapture. This prevents unauthorized use of your workstation. The Welcome screen is the first screen you see after you log into your workstation. 2 2 Getting Started

4 Figure 2 2. Welcome Screen You use this screen to select the action you want to perform: Enter or edit information about a claim. Use the System Monitor to manage calls and call records. You indicate that you want to work with claim information by selecting the Claim Entry option on the Navigation menu at the left of the screen. This displays the Call Start screen. Learning About Logging In 2 3

5 Figure 2 3. Call Start Screen You use the Call Start screen to do these tasks: Select a client company. Required to begin a call flow. Identify the caller. Required to begin a call flow. Select a call type or line of business. Required to begin a call flow. Enter the date and time of the loss that is causing this claim report. Required to begin a call flow. Click Start. Required to begin a call flow. Use Call Lookup to find information about a previous call. Optional: Call Lookup is a research tool available in the Options menu on the Menu Bar at the left. using Call Lookup, see Chapter 12, Using Call Lookup. Based on the information you have entered here, ClaimCapture displays the first call flow screen specified for this call. 2 4 Getting Started

6 Logging In TO LOG IN TO ClaimCapture, FOLLOW THESE STEPS: 1. Turn on your workstation and monitor, if they are not already turned on. You see the Windows desktop. 2. Launch your Internet browser. If you have to log into a network, enter your system user name and password. You see the ClaimCapture Log-In screen. 3. Enter your user name. If you make a mistake typing, you can press the BkSp (Backspace) key or the key to move back to correct it. 4. Move to the Password field by moving the mouse cursor or by pressing Tab, and enter your password. 5. Move to the Phone Ext. field by moving the mouse cursor or by pressing Tab and enter your phone extension. 6. Click the Log On button. You see the Call Start screen shown in Figure 2 3 on page 2 4. Starting a Call When you start a call, you see the first screen of the call flow. TO START A CALL, FOLLOW THESE STEPS FROM THE WAITING FOR CALL SCREEN SHOWN IN FIGURE 2 3 ON PAGE 2 4: 1. Highlight a client company name by using the mouse cursor or the keys. 2. Enter the caller s first and last names. 3. If you can get it, enter the caller s phone number, including any extension. 4. Click the arrow in the Line of Business field and select one of the available lines of business from the drop-down list. 5. Enter the date and time of the loss being claimed. 6. Click the Start Call button. You see the first screen that ClaimCapture has generated for this specific claim. 7. Begin processing the call. Logging In 2 5

7 Looking Up a Call Shutting Down Clicking the Call Lookup option on the Menu Bar Options menu, lets you visit the Call Lookup screen. You use Call Lookup to find information about previous calls that CSRs have processed. Call Lookup is used primarily as a research tool by CSR supervisors. using Call Lookup, see Chapter 12, Using Call Lookup. Shutting down logs you out of ClaimCapture. You must close the current call before you can shut down ClaimCapture. TO SHUT DOWN ClaimCapture FROM THE CALL START SCREEN SHOWN IN FIGURE 2 3 ON PAGE 2 4: Click the Exit option on the Menu Bar s Navigation menu. You are logged out of the system. 2 6 Getting Started

8 Shutting Down 2 7