For a Phone Call to appear in the "Booked" view on the Call Summary Dashboard, there must be a direct link between the Service Call and Phone Call.

This link is made on the Service Call.

The Phone Call Field on the Service Call Page

When a Service Call is being created or edited, there is a new field for the Phone Call.  This is where the link between the two is established.

There are two ways to link the two:

• Automatically
• Manually

If the CSR click to create a new Service Call from the Call Box (while the caller is still on the line), this field will be automatically populated.

However, if the CSR creates the Service Call after the Phone Call is completed, then the CSR must manually link the two.

Phone Call Drop List

The Phone Call field will display on the Service Call pages and contain the following information:

• Date of the call
• Time of the call
• The length of the call
• Inbound/Outbound
• CSR

This information should help identify the phone call that should be linked to the Service Call.   This Phone Call Field will display on Edit Service Call page as well as the Create New Service Call Page