TCM1000178 - How to use the SEES appointment system
Version 1.0
Changes to previous version - new guidance.
Step 1
If you’re updating the Appointment system and already have the customer’s details displayed, go to Step 2.
If you’re accessing the Appointment system for the first time
- open the SEES Appointment system by selecting the ‘operators.xlt’ icon on your desktop
- select ‘View update/Appointments for given date and time’. A list of the days appointments will display
- select the next available case or the next available case. This will take you to the ‘Tax Credit Office: Diary System’ screen. The customer’s details will be displayed
Note: Any cases you’ve worked earlier will have your PI number on them.
- call the customer
- go to Step 2.
Step 2
Update the comments box with the details of the phone call.
If you’re recording the end of a successful call
- in the ‘Call Wrap’ field, select ‘Call Settled’ from the drop down menu
- select ‘Save’
- select ‘OK’ on the ‘Signal’ box.
If you’re recording the details of an unsuccessful call
- in the ‘Call Wrap’ field, leave the drop down menu on the ‘Call Open’ default setting
- select ‘Save’
- select ‘OK’ on the ‘Signal’ box.
If you’re arranging a new appointment
- in the ‘Call Wrap’ field, select ‘Rearrange Call’ from the drop down menu
- select ‘Save’
- select ‘OK’. A calendar will display
- select the required date on the calendar
- select ‘OK’. The available time slots for that date will display
- select the required time slot
- select ‘OK’.
If you’re recording a failed call
- in the ‘Call Wrap’ field, select ‘Call Failed’ from the drop down menu
- select ‘Save’. This will take you to the ‘Rearrange Calls’ screen
- select the ‘Archive Case’ checkbox
- select ‘OK’
- select ‘OK’.