Monday, March 28, 2011

HEAT Viewing Caller History

The content of the Call History form does not actually reside in the HEAT database, but is the result of a database query. The form contains a list of all existing Call Records for the active customer.


To Access a Customer’s Call History:

  • In the HEAT for windows Call Logging window, either click the Caller History button on the Call Logging toolbar or from the menu, select Customer>Call History. The Call History displays (in grid view) a record of all the calls for the customer associated with the currently active Call Record. Double-click an entry to display the Call Record in the Call Logging window.

  • In the Customer window, click the Call History tab. The Call History displays (in grid view) a record of all the calls for the currently active customer. Double-click an entry to display the Call Record in the Call Logging window.

  • A user has the ability to set their individual preferences to default to the caller’s history when a new ticket is created

  • In HEAT Call Logging, select Edit>User Preferences, then click the Display tab.

  • Check “show call history on new calls”

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