Tips on Using the Voicemail system:

  • Press * * U to undelete last deleted message.
  • Press 5 to replay the last few seconds.
  • Press 6 to advance a few seconds.

Step by step instructions for picking up calls and loading them into FP (updated 1.25.08)

Prior to picking up calls log into Footprints.

  1. Click on Quick Issue from the left-hand task bar and select Advisor Call
  2. After the ticket completely loads click on Clear at the top of the ticket
  3. Dial 877-845-1490
  4. When you hear the recording hit 5 to get into the voice mail system. (No * just 5.)
  5. When prompted, enter extension 147#
  6. When prompted, enter password 2580#. Press 2 to start picking up calls
  7. Log the following information into the Notes section:
    • If the caller ID feature was able to read a number, it will repeat it to you when you retrieve the call. The system says, "call from extension 91...". Remove the 91 and you have the number from which the call was received. Log this number and identify as 'caller id'
    • Log the time called on your records.
    • To replay the header press 2 to rewind, then 3 to repeat.
  8. Type the phone number from caller id into the phone field in the customer information section of the ticket and hit return.
  9. If this phone number is in Footprints it will bring up the customer's record.
  10. If no record in Footprints exists or if the information is incomplete, search assist by the phone number.
  11. If you locate an account in assist load the customer information into the ticket. If an account exists in FP with that same email address you will be prompted at after entering the ticket (clicking Go) to update the address book. You will click yes.
  12. Press 0 on your phone to listen to the call.
  13. If no customer information is found in Footprints after searching by both phone number and email address, type the customer info into the notes section.
    • The fastest procedure is to type the information into the notes section until the caller provides the phone number.
    • If the phone number is not the caller id, repeat the steps above to locate an account in FP and/or assist.
    • If the phone number is the same fill in the address book section of the ticket as the customer completes their message.
  14. Type the reason for the call into the "Question" line of the Notes section.
  15. If the customer gives you a new phone number (other than the caller id number) repeat steps 8 - 11.
  16. Be sure to load customer type, customer account number, and time zone from Assist. If an account is not found in assist, still load customer type (which would be no if no assist account - regardless of whether the caller says they are a customer or not) and time zone.
    • You can find a map of time zones in your phone book.
    • You can also find the state from looking at other accounts in assist with the same area code. (I find this faster, personally).
  17. If no customer account found in Footprints, be sure to check Create Account box and type all provided information into the customer information section of the ticket.
  18. If you updated the customer info, be sure to check Update box.
  19. Click Go in Footprints
  20. Press 0 to listen to the call again or #3 to delete that call and move on to the next call.
  21. Repeat this process for each call.