Manage Inbound Customer Calls (CSRs)

When an end user calls your Customer Support Center to dispute a transaction, then the attending CSR is to use the Manage Inbound Calls page to capture the information provided by the user and make the necessary changes to the case based on this information.
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When an end user calls your Customer Support Center to dispute a transaction, then the attending CSR is to use the Manage Inbound Calls page to capture the information provided by the user and make the necessary changes to the case based on this information.
To make the necessary changes to the case by using the Manage Inbound Calls page:
  1. Log in as a CSR.
  2. Activate the
    Case Management
    tab.
  3. Under the
    Case Management
    section, click the
    Manage Inbound Calls
    link to display the Manage Inbound Calls page.
  4. From the
    Select Organization
    list, select the organization.
    The updated Manage Inbound Calls page appears.
  5. Enter User Identification
    and click
    Submit
    .
    If you have configured accounts for the organization, you are prompted to enter the user identifier. You can filter based on user name or the account type from the drop-down list.
    The Manage Inbound Calls page is refreshed with the case information of the specified user.
    The fields in the page are explained in the table in Workflow of Cases (CSRs).
  6. Perform the necessary actions to capture the user inputs by using the fields explained in the table in Workflow of Cases (CSRs).
  7. When done, click
    Save
    to update your changes to the case.
    If you do not want to save the changes you made, click
    Cancel
    .