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Collections-Customer Calls

Distribution

AR Administrator^*

AR Collections Specialist^*

AR Manager^*

Related Procedures

Customers-Credit Balances and Refunds [PRO3604U]

Collections [PRO3630U]

Ownership

The AR Manager is responsible for ensuring that this document is necessary, reflects actual practice, and supports University policy.

IS Receivables
N ® Collections ® Customer Calls
Customer Calls

1.   Locate the desired Customer.

• Select the Customer from the LOV. Use the Customer Name or Number field.

2.   Locate the desired Location.

• Select the Location from the LOV.

3.   Enter the Contact information.

• Select the Contact information from the LOV

4.   Save the form.

If you want to record a basic customer call, goto task #5.  Otherwise, goto task #8.

5.   Select the Responses alternate region.

The Customer Calls Response alternate region will appear.

6.   Enter the desired information.

• Enter the Customer's Response to the call using the LOV.
• Enter the Outcome of the call using the LOV.
• Manually enter any notes.
• Enter the Follow Up Action using the LOV.
• Enter the Date of the Follow Up Action.
• Select the Complete button if the Follow Up Action is complete.
• If the Customer promises to pay, enter a Promise Date, Currency (enter "USD"), and Amount, or a Forecast Date and %.

7.   Save the form.

End of activity.

8.   Use the Actions and Topics buttons to record detailed information about the customer call.

If the call relates to a Transaction or a Receipt, goto task #9.

If the call relates to a specific action taken such as, creating a Credit Memo, goto task #12.

9.   Select the Topics button.

The Call Topics form will appear.

• Use the LOV to enter the desired information.
• Select the Complete button if the Action has been completed.

The Call Topics form contains a number of alternate regions to enter or view contact information.

The Transaction alternate region will display Due Date, Days Late, Balance Due, Line #, and Line Amount.

The Promise/Forecast alternate region will allow you to enter a Promise Date and Amount or the Forecast Date and %.

The Receipt alternate region will display any Receipt action against that Transaction.

The Call alternate region will display the Due Date, Collector, and Date field.

Use the workbench to view account information.

10. Save the form.

11. Close the form.

This may be the end of the activity. To record additional specific actions taken, proceed to the next step.

12. Select the Call Actions button.

The Call Actions form will appear.

• Enter the Action taken by using the LOV.
• Enter the Amount that the Action was taken against or for.
• Enter any additional Notes.
• Select the Complete button if the Action is complete.

13. Save the form.

14. Close the form.

Effective: 08/18/04

Copyright 2004 University of Virginia and Oracle Corporation. All rights reserved.

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