Verbal Correspondence
Learn how to set up, manage and view verbal correspondence with Customers in CIS.
CIS has an integrated third-party IVR system. The CIS application provides the functionality for recording the verbal Customer correspondence information using the methods mentioned below:
Customer call logs
The CIS application provides the functionality for recording the Customer call logs manually via Customer summary screen or automatically via the event engine using the configuration.
A new communication log entry screen can be accessed from the Customer Summary
Screen using the 
button on
the Common Tasks bar.
The call logs can be later managed by accessing them from the Communication Log tab on the Customer Summary Screen. For more information see, Communication Log Tab.
New call log fields
| Fields | Description |
|---|---|
| Status | Select to choose whether the issue is open or closed. |
| Type | Select the reason for the call. |
| Call Type | Select the type of call. |
| Detail | Select the detail as per the call type. Note: The dropdown menu changes as per
the Call Type selected.
|
| Department | Select the department. |
| Priority | Select priority level. |
| File | Attach file, if required. |
| Notes | Enter the call log notes. |
| Save and Cancel | Click Save to save the log. Click Cancel to cancel the call log. |
You can view and download Call Log Report from Operations > Call Log Report. The report can be filtered by the following fields:
- Begin Date and End Date
- Customer Type
- Status
- Priority
- Type
- Detail
- Department
- Created By
- Account Number
The IVR System
The interactive Voice Response (IVR) functionality allows the Customers to access their account information or pay a bill by dialing a phone number provided by the Supplier and then following the voice-guided responses to service their needs.
Generally, the IVR is customized for each Supplier based on their business needs. In case the Customer gets in touch with Customer care representative in order to get service for their account through the IVR system the application provides the functionality to record all such service calls.