https://owl.unipharm.com/mediawiki/index.php?action=history&feed=atom&title=Customer_Service%3AHotline-Logging_Call_into_Hotline_Incidents 2026-09-01T15:55:52Z Revision history for this page on the wiki MediaWiki 1.35.4 https://owl.unipharm.com/mediawiki/index.php?title=Customer_Service:Hotline-Logging_Call_into_Hotline_Incidents&diff=6188&oldid=prev 2016-12-31T00:05:24Z

<p></p> <table class="diff diff-contentalign-left diff-editfont-monospace" data-mw="interface"> <col class="diff-marker" /> <col class="diff-content" /> <col class="diff-marker" /> <col class="diff-content" /> <tr class="diff-title" lang="en"> <td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">← Older revision</td> <td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">Revision as of 00:05, 31 December 2016</td> </tr><tr> <td colspan="2" class="diff-lineno">Line 43:</td> <td colspan="2" class="diff-lineno">Line 43:</td> </tr> <tr> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div> </div></td> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div> </div></td> </tr> <tr> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>[[Category:Workflows-Customer Service]]</div></td> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>[[Category:Workflows-Customer Service]]</div></td> </tr> <tr> <td colspan="2" class="diff-empty">&#160;</td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>[[Category:Hotline]]</div></td> </tr> <!-- diff cache key wikidb:diff:wikidiff2:1.12:old-5907:rev-6188:1.11.0 --> </table>

Nancyn https://owl.unipharm.com/mediawiki/index.php?title=Customer_Service:Hotline-Logging_Call_into_Hotline_Incidents&diff=5907&oldid=prev 2016-11-30T19:23:07Z

<p>Nancyn moved page <a href="/mediawiki/index.php/Customer_Service:Logging_Call_into_Hotline_Incidents" class="mw-redirect" title="Customer Service:Logging Call into Hotline Incidents">Customer Service:Logging Call into Hotline Incidents</a> to <a href="/mediawiki/index.php/Customer_Service:Hotline-Logging_Call_into_Hotline_Incidents" title="Customer Service:Hotline-Logging Call into Hotline Incidents">Customer Service:Hotline-Logging Call into Hotline Incidents</a></p> <table class="diff diff-contentalign-left diff-editfont-monospace" data-mw="interface"> <col class="diff-marker" /> <col class="diff-content" /> <col class="diff-marker" /> <col class="diff-content" /> <tr class="diff-title" lang="en"> <td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">← Older revision</td> <td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">Revision as of 19:23, 30 November 2016</td> </tr> <!-- diff cache key wikidb:diff:wikidiff2:1.12:old-5771:rev-5907:1.11.0 --> </table>

Nancyn https://owl.unipharm.com/mediawiki/index.php?title=Customer_Service:Hotline-Logging_Call_into_Hotline_Incidents&diff=5771&oldid=prev 2016-11-18T23:47:04Z

<p></p> <table class="diff diff-contentalign-left diff-editfont-monospace" data-mw="interface"> <col class="diff-marker" /> <col class="diff-content" /> <col class="diff-marker" /> <col class="diff-content" /> <tr class="diff-title" lang="en"> <td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">← Older revision</td> <td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">Revision as of 23:47, 18 November 2016</td> </tr><tr> <td colspan="2" class="diff-lineno">Line 5:</td> <td colspan="2" class="diff-lineno">Line 5:</td> </tr> <tr> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td> </tr> <tr> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>==Hotline Incident==</div></td> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>==Hotline Incident==</div></td> </tr> <tr> <td class="diff-marker">−</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>#When the phone rings you must determine who is calling and log the call into Hotline</div></td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>#When the phone rings you must determine <ins class="diffchange diffchange-inline">'''</ins>who is calling<ins class="diffchange diffchange-inline">'''</ins> and log the call into <ins class="diffchange diffchange-inline">'''</ins>Hotline</div></td> </tr> <tr> <td colspan="2" class="diff-empty">&#160;</td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>'''</div></td> </tr> <tr> <td class="diff-marker">−</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>#Goto Incident Handling\Work with Incidents\, click 'F6'</div></td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>#Goto <ins class="diffchange diffchange-inline">'''</ins>Incident Handling\Work with Incidents\,<ins class="diffchange diffchange-inline">'''</ins> click <ins class="diffchange diffchange-inline">'''</ins>'F6<ins class="diffchange diffchange-inline">'''</ins>'</div></td> </tr> <tr> <td class="diff-marker">−</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>#Enter Customer number or press 'F4' to locate account</div></td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>#Enter <ins class="diffchange diffchange-inline">'''</ins>Customer number<ins class="diffchange diffchange-inline">'''</ins> or press <ins class="diffchange diffchange-inline">'''</ins>'F4<ins class="diffchange diffchange-inline">'''</ins>' to locate account</div></td> </tr> <tr> <td class="diff-marker">−</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>#Enter the Contact (the person you are speaking to)</div></td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>#Enter the <ins class="diffchange diffchange-inline">'''</ins>Contact<ins class="diffchange diffchange-inline">'''</ins> (the person you are speaking to)</div></td> </tr> <tr> <td class="diff-marker">−</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>#Determine what they are needing and enter the Problem code</div></td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>#Determine what they are needing and enter the <ins class="diffchange diffchange-inline">'''</ins>Problem code<ins class="diffchange diffchange-inline">'''</ins></div></td> </tr> <tr> <td class="diff-marker">−</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>#Enter the Resolution code</div></td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>#Enter the <ins class="diffchange diffchange-inline">'''</ins>Resolution code<ins class="diffchange diffchange-inline">'''</ins></div></td> </tr> <tr> <td class="diff-marker">−</td> <td style="color: #202122; 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Nancyn https://owl.unipharm.com/mediawiki/index.php?title=Customer_Service:Hotline-Logging_Call_into_Hotline_Incidents&diff=5455&oldid=prev 2016-09-19T18:33:38Z

<p><span dir="auto"><span class="autocomment">Common Resolution Codes</span></span></p> <table class="diff diff-contentalign-left diff-editfont-monospace" data-mw="interface"> <col class="diff-marker" /> <col class="diff-content" /> <col class="diff-marker" /> <col class="diff-content" /> <tr class="diff-title" lang="en"> <td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">← Older revision</td> <td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">Revision as of 18:33, 19 September 2016</td> </tr><tr> <td colspan="2" class="diff-lineno">Line 32:</td> <td colspan="2" class="diff-lineno">Line 32:</td> </tr> <tr> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td> </tr> <tr> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>[[File:hl6.png|500px]]</div></td> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>[[File:hl6.png|500px]]</div></td> </tr> <tr> <td colspan="2" class="diff-empty">&#160;</td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"></td> </tr> <tr> <td class="diff-marker">−</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>[[File:<del class="diffchange diffchange-inline">hl7</del>.png|500px]]</div></td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>[[File:<ins class="diffchange diffchange-inline">hl10</ins>.png|500px]]</div></td> </tr> <tr> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td> </tr> <tr> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>==Changing Hotline Status==</div></td> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>==Changing Hotline Status==</div></td> </tr> <!-- diff cache key wikidb:diff:wikidiff2:1.12:old-5449:rev-5455:1.11.0 --> </table>

Nancyn https://owl.unipharm.com/mediawiki/index.php?title=Customer_Service:Hotline-Logging_Call_into_Hotline_Incidents&diff=5449&oldid=prev 2016-09-19T18:30:28Z

<p></p> <table class="diff diff-contentalign-left diff-editfont-monospace" data-mw="interface"> <col class="diff-marker" /> <col class="diff-content" /> <col class="diff-marker" /> <col class="diff-content" /> <tr class="diff-title" lang="en"> <td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">← Older revision</td> <td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">Revision as of 18:30, 19 September 2016</td> </tr><tr> <td colspan="2" class="diff-lineno">Line 15:</td> <td colspan="2" class="diff-lineno">Line 15:</td> </tr> <tr> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>[[File:hl5.png|500px]]</div></td> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>[[File:hl5.png|500px]]</div></td> </tr> <tr> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td> </tr> <tr> <td colspan="2" class="diff-empty">&#160;</td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>==Common Problem Codes==</div></td> </tr> <tr> <td colspan="2" class="diff-empty">&#160;</td> <td class="diff-marker">+</td> <td style="color: #202122; 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border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>*OERROR – Order Error – Picking/ Shipping</div></td> </tr> <tr> <td colspan="2" class="diff-empty">&#160;</td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>*ORDER – Order Inquiry</div></td> </tr> <tr> <td colspan="2" class="diff-empty">&#160;</td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>*ORDERS – Orders</div></td> </tr> <tr> <td colspan="2" class="diff-empty">&#160;</td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>*PE – Picking Error</div></td> </tr> <tr> <td colspan="2" class="diff-empty">&#160;</td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>*RCL – Recall</div></td> </tr> <tr> <td colspan="2" class="diff-empty">&#160;</td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>*REDIT – Re-Directed Cal</div></td> </tr> <tr> <td colspan="2" class="diff-empty">&#160;</td> <td class="diff-marker">+</td> <td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>*RTN – Return Request from Customer</div></td> </tr> <tr> <td colspan="2" class="diff-empty">&#160;</td> <td class="diff-marker">+</td> <td style="color: #202122; 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color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>[[Category:Workflows-Customer Service]]</div></td> <td class="diff-marker">&#160;</td> <td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>[[Category:Workflows-Customer Service]]</div></td> </tr> <!-- diff cache key wikidb:diff:wikidiff2:1.12:old-5448:rev-5449:1.11.0 --> </table>

Nancyn https://owl.unipharm.com/mediawiki/index.php?title=Customer_Service:Hotline-Logging_Call_into_Hotline_Incidents&diff=5448&oldid=prev 2016-09-19T18:22:59Z

<p>Created page with &quot;==Overview== *Answer incoming calls *Log calls into ASW *Determine the best action needed to get the desired results for your customer ==Hotline Incident== #When the phone ri...&quot;</p> <p><b>New page</b></p><div>==Overview==<br /> *Answer incoming calls<br /> *Log calls into ASW<br /> *Determine the best action needed to get the desired results for your customer<br /> <br /> ==Hotline Incident==<br /> #When the phone rings you must determine who is calling and log the call into Hotline<br /> #Goto Incident Handling\Work with Incidents\, click 'F6'<br /> #Enter Customer number or press 'F4' to locate account<br /> #Enter the Contact (the person you are speaking to)<br /> #Determine what they are needing and enter the Problem code<br /> #Enter the Resolution code<br /> *If you are unsure of the correct code, press 'F4' to bring up a list to select<br /> <br /> [[File:hl5.png|500px]]<br /> <br /> [[Category:Workflows-Customer Service]]</div>

Nancyn