Using Focus3

Calls

Overview

• Calls are Actions that are outbound phone calls from User, usually the assigned Sales Exec or Sales Assistant for the Assigned Sales Exec, to a Contact.
• Calls, like Correspondence and Emails, may be added and scheduled automatically for Contacts by Action Cycles. Users may also add Calls for a Contact manually, as desired.
• Delinquent Calls refer to Calls that were not Completed until after the Date Scheduled. It is important to complete all Calls on the Date Scheduled to ensure Action Cycle Offset values are maintained.

Related Tasks

• Adding Calls Manually
  1. Navigate to the desired Contact's Contact Summary page.
  2. Select "Call" from the "Add New Action" drop-down menu in the Sales Path section.
  3. Complete the fields as desired. See the Field Descriptions below for detailed field descriptions.
  4. Click the "Save" button. The Contact Summary page will be displayed and the new Call will display in the Sales Path section with a status of "Scheduled".
• Completing Calls
  1. Click on the "Actions" tab in the top navigation bar. The Call Search page will be displayed listing any Calls scheduled for the logged-in User ordered by Scheduled Date, ascending.
  2. If desired, modify the Call Search filters and click the "Submit" button to isolate specific Calls within the listing. Following are the search filters available for Calls:
     • Sales Exec
       • Required drop-down value.
       • User that the Call is scheduled for. (ex. John Doe)
     • Call Type
       • Optional drop-down value.
       • All
         • Does not filter the Call list.
       • First Time Calls Only
         • Allows the assigned Sales Exec to isolate any first Calls to a prospect.
       • 90 Day Calls Only
         • Displays only Calls that are scheduled no more than 90 days after the date the Contact was added.
         • Assists Users in staying complaint with the National Do Not Call registry laws.
         • Typically, Sales Execs are allowed to call prospects who have made an inquiry about the Property up to 90 days after the inquiry even if the prospect is on the Do Not Call registry.
     • Best Time to Call
       • Required drop-down value.
       • Displays only Calls that match the specified time-of-day contact preference. (ex. Evening)
     • Lead Status
       • Required drop-down value.
       • Displays only Calls for Contacts of the specified Lead Status. (ex. B)
     • Relationship
       • Required drop-down value.
       • Displays only Calls for Contacts with the specified Relationship. (ex. Prospect)
     • Date Scheduled
       • Optional date input.
       • Displays only scheduled Calls starting from the date entered. Allows Users to view Calls scheduled for the future. (ex. 1/1/2006)
  3. Click on any of the column headings to re-order the list of Calls using that value.
  4. Click on the desired Contact's first name or last name to view the desired Contact Summary page. Focus3 will display an alert box if the selected Contact is included on the National Do Not Call (DNC) list. If present, click the "OK" button to acknowledge and proceed.
  5. Review the contact notes and history. Click on the Scheduled Call in the Sales Path section.
  6. Make the call to the Contact. If your Property is working with Qualifiers, it is recommended that Sales Execs complete them during the initial call.
  7. After the call, complete the fields as desired. Change the Call Status to "Completed", indicate if the Call was successful, enter any Notes, select a new Action Cycle, and update the Lead Status for the Contact.
     • Note: To ensure proper follow-up, always select a new Action Cycle when completing a Call. Any Action that is added manually by a User will not automatically schedule a follow-up Action when completed unless a new Action Cycle is selected.
  8. Click the "Save" button to display the Contact Summary page or the "Save and View Next" button to display the next Contact in the Call listing. The next Action will be scheduled based on the new Action Cycle selected by the User.

Call Field Descriptions

• Call ID
  • System-generated value.
  • Unique Call identifier. (ex. 1234567890)
• Date/Time Updated
  • System-generated value.
  • Last Date/Time when record was modified. (ex. 1/23/2006 1:23:00 PM)
• Date/Time Scheduled
  • Required date/time input.
  • Schedules Date/Time of Call. (ex. 1/23/2006 1:23:00 PM)
• Status
  • Required drop-down value.
  • Call status options. (ex. Scheduled or Completed or Cancelled)
• Successful Call
  • Required radio input.
  • Indicates if the Call was successful. Used for reporting purposes. Definition of a "successful call" may be determined by the organization. (ex. Yes or No)
• Flagged Call
  • Required radio input.
  • Indicates Call is a priority. (ex. Yes or No)
• Action Cycle/Step
  • System-generated value.
  • Displays the current Action Cycle name and Action Cycle Step name. (ex. Request Info/Initial Request)
• Action Cycle
  • Optional drop-down value.
  • List of available Action Cycle Aliases. Selecting a value will update the Action Cycle for the selected Contact. (ex. 7-Day Callback)
• New Lead Status
  • Optional drop-down value.
  • List of available Lead Status options. Selecting a value will update the Lead Status for the selected Contact. (ex. A)
• Notes
  • Optional text input area.
  • Description of call. (ex. John was on vacation and asked me to call him back next week.)