User's Guide to Computer Appointment Verification

Chapter 5: Completing Client and Call Entry Forms

• Introduction
  • Overview
  • Terms
• Adding a New Client
  • Using the New Client Button
  • Using the File - New Menu Option
  • Using the Short-cut Key Combination
• Saving a Client Information Form
  • Using the Save Button
  • Using the File - Save Menu Option
  • Using the Short-cut Key Combination
• Deleting a Client Information Form
  • Using the Delete Button
  • Using the File - Delete Menu Option
  • Using the Short-cut Key Combination
• Adding a Call Entry
  • Using the Add Calls Button
  • Using the Short-cut Key Combination
• Saving a Call Entry
  • Using the Save Button
  • Using the Short-cut Key Combination
• Deleting a Call Entry
  • Using the Delete Button
  • Using the Short-cut Key Combination
• Procedures
  • Accessing a Blank Client Information Form
  • Adding Client Information
  • The Recording Process
    • Recording the Closing Speech
    • Recording the Opening Speech
    • Recording a Speech
  • Saving the New Client Information
  • Playing a Speech
  • Entering Appointment Information
• Practice and Review
  • View the Client Directory
  • Adding Clients
  • Recording a Message for a Client
  • Creating a Calling List

Chapter 5: Completing Client and Call Entry Forms

Introduction

Overview

In this chapter, we describe the procedure for entering the information for a new client and for entering calls for your clients. Specifically, we will explain how to:

• Add a New Client

• Save a Client Information form

• Delete a client

• Add a Call Entry

• Save a Call Entry

• Delete a Call Entry

Terms

We will use the following special terms in this chapter:

Call Entry Form	The box containing the entry fields for the information needed to place a call for your client is the Call Entry form. The calls entered into the form make up the Calling List for the client.
Client Directory	The Client Directory is the set of client forms, that you have entered into the program.
Cursor	The Cursor is the vertical, blinking bar that shows where new typing will appear on the window, screen or field.
Reports	The Reports are the printed lists and schedules that the program can produce.
Save	To Save is to add a newly completed or edited Client Form to the Client list. You must Save a form before you can print reports based on that form.

Adding a New Client

To add a new client, you must access a blank Client Information form. When you have typed the client information into the form, you must record a Closing Speech for the client, and then save the information. You cannot save the client information without adding the Closing Speech. This is a fail-safe measure to prevent you from leaving out an important part of the message.

There are three different ways to access a blank form:

• Using the New Client button

• Using the File - New menu option

• Using the Short-cut Key Combination

Using the New Client Button

Adding a new client is a commonly used process. Therefore, there is a button that makes accessing a blank Client Information form as easy as possible. To use the button, all you need to do is press it (click on it with the mouse). A blank Client Information form displays.

Using the File - New Menu Option

To use the File - New menu option, first open the File menu by clicking on the File menu heading, then click on the New option in the menu. This process does the same thing as the New Client button, but it involves one more step.

Using the Short-cut Key Combination

There is a Short-cut Key combination for the same reason that there is a button. Adding a new Client Information form is one of the most commonly used functions of CAV. For this particular function, you need to hold down the b key while pressing the Nkey. Like the File - New menu option, this does the same thing as pressing the New Client button.

Saving a Client Information Form

Saving a Client Information form adds the client to your Client Directory. You must save the Client Information form before you can leave that form. There are three ways to save a Client Information form:

• The Save button

• The File - Save menu option

• The Short-cut Key option

Figure 28 - Advisory Message

Using the Save Button

To save a Client Information form, press the Save button. This stores your new client form in your Client Directory so you can access it whenever you need it.

Using the File - Save Menu Option

To use the File - Save menu option, you must first open the File menu by clicking on the File menu heading, then clicking on the Save option in the menu. This process does the same thing as the Save button, but involves one more step.

Using the Short-cut Key Combination

There is a Short-cut Key combination for the same reason there is a button. Adding a new client form is one of the most commonly used functions of CAV. For this function, hold down the Alt key while pressing the S key. Like the File - Save menu option, this does the same thing as pressing the Save button.

Deleting a Client Information Form

Figure 28 - Delete Advisory Message

Press the Yes button to delete the client information or press the No button to keep the Client Information form in the Client Directory.

There are three ways to delete a Client Information form:

• The Delete button

• The File - Delete menu option

• The Short-cut Key option

Using the Delete Button

To delete a Client Information form, press the Delete button. This removes the client from your Client Directory permanently.

Using the File - Delete Menu Option

To use the File - Delete menu option, you must first open the File menu by clicking on the File menu heading, then click on the Delete option in the menu. This process does the same thing as the Delete button, but it involves one more step.

Using the Short-cut Key Combination

For this function, you need to hold down the Alt key while pressing the D key. Like the File Delete menu option, this does the same thing as pressing the Delete button.

Adding a Call Entry

When you have a client added and are ready to add calls for the client, you must access a blank Call Entry form. There are two different ways to access a blank form:

• Using the Add Calls button

• Using the Short-cut Key Combination

Using the Add Calls Button

Adding a call is a commonly used process. Therefore, there is a button that makes accessing a blank Call Entry form as easy as possible. To use the button, all you need to do is press it (click on it with the mouse). A blank Call Entry form appears.

The Call Entry screen opens.

Figure 29 - The Call Entry Screen

Using the Short-cut Key Combination

There is a Short-cut Key combination for the same reason that there is a button. Adding a call is one of the most commonly used functions of the program. For this particular function, you need to hold down the Alt key while pressing the A key. This does the same thing as pressing the Add Call button.

Saving a Call Entry

When you have completed a Call entry form, saving a Call Entry adds the call to your Calling List. There are three ways to save a Call Entry form:

• The Save button

• The Enter key

• The Short-cut Key option

Using the Save Button

To save a Call Entry form, press the Save button. This stores the Call Entry form in your calling list so you can access it whenever you need it. Pressing the ekey with the Save button highlighted has the same effect as clicking on the Save button.

Using the Short-cut Key Combination

There is a Short-cut Key combination for saving the Call Entry form. Adding a call is one of the most commonly used functions of the program. For this function, hold down the Alt key while pressing the S key. This does the same thing as pressing the Save button.

Deleting a Call Entry

Deleting a Call Entry form removes the call from your Calling List. After a call has been attempted, it will not delete from the Calling List.

To delete a call, you must first have the Client Information form open, then click on the View Calls button. An alternate method to accomplish this is to press the tab key until the View Calls button highlights and then press the ekey. The Calling List appears as in Figure 30.

Figure 30 - A Typical Calling List

There are two ways to delete a call from the Calling List:

• The Delete button.

• The Short-cut Key option.

Using the Delete Button

To delete a call, first select the call you want to delete by clicking on the call or using the wykeys to move through the list to highlight the call. Then click on the Delete button, or use the Tab key to highlight the Delete button and press Enter.

Using the Short-cut Key Combination

For this function, you need to hold down the Alt key while pressing the D key. This does the same thing as pressing the Delete button.

Once you delete a call, you cannot undelete it. You must reenter if you delete a call by mistake. For that reason, an advisory message box appears asking if you are sure you wish to delete the call.

Figure 28 - Delete Advisory Message

Press the Yes button to delete the screen or press the No button to keep the Call Entry on the Calling List.

Procedures

Accessing a Blank Client Information Form

When you are ready to enter client information, first open the Computer Appointment Verification program by double clicking on the Computer Appointment Verification icon in your ECS Business Applications Program Group.

You can access a blank Client Information form from the main program screen.

Figure 31 - Main Program Screen

You can use the mouse or the keyboard for performing all functions in Windows, depending on your preference.

To open a blank Client Information form using the mouse, either;

click on the New Form button on the tool button ribbon, or click on the File option on the menu bar on the program window and click on New.

Figure 32 - File Menu

To open a blank Client Information form using the keyboard,

press Alt and F to display the File menu and press N to open a new form.

or

press Alt and N to perform the same function.

Figure 33 - Blank Client Information Form

Adding Client Information

When the Client Information form appears, the cursor is in the Business Name box.

To add client information,

1. Type in the name of the client's business, and using the Tab key, move to the next box.

2. Type the name of the person who is your contact in the client's office and using the Tab key, move to the next box.

3. Continue in the same manner to complete the Client Contact Information section of the Client Information form.

See the section called "Entry Fields" on page 39 for descriptions of the information to place in the entry fields.

4. Use the Tab key to move to the Smart Appointments section of the Client Information form.

If you want to activate Smartmode, press the space bar when the Activated box highlights. An 'x' appears in the box to indicate that Smartmode is active. Then press the Tab key to move to the interval box. Enter an interval from 1-99 minutes, and use the Tab key to move to the Billing Information section.

If you do not want to use Smartmode, press the Tab key until the cursor appears in the field for the next billing date.

5. Use the Tab key to move to the Billing Information section of the Client Information form.

Information already appears in this section. If you want to change any of the information here, use the Tab key to move to the box you want to change and type the new information.

The Billing Date is one month after the current date. You can adjust the date if you want to use a different billing cycle.

Valid entries for Billing Period are either 'M' for Monthly or a number for the number of days in the billing cycle. You can use '14' to bill every two weeks, or '60' to bill every other month.

Be sure you enter an amount for the Fee Per Call. You will need to type a zero or other digit and a decimal point before you can type in the numbers following the decimal.

6. Use the Tab key to move to the Call Lead Time and type in the number of days before the appointment that the client wants the calls to be made. Valid entries are a number between 1 and 9.

7. Use the Tab key to move to the Notes section. This section is for your use only, and can contain a message up to 250 characters in length.

When you have entered a new client, you must record a Closing speech for that client. You may also record a specialized Opening speech if necessary.

The procedures for recording speech segments are the same in all ECS programs. Refer to Appendix C: Recording and Playing for specific details. We have outlined these procedures below. The only difference is in the way you access the recording screens. There are three parts to recording speeches. They are:

• Accessing the Recording screen

• Recording the Speech

• Reviewing the recording

Recording the Closing Speech

We designed the program so that you must record the Closing speech for the client's message at the time you enter the client information. This so that you will not overlook the client's identification message. Therefore, you cannot save the new client information until you have recorded the speech for this client.

To access the Recording screens for the Closing Speech,

First:

Click on Closing Speech, or using the Arrow key, highlight the Closing Speech button and press Enter.

The Closing Speech script screen opens.

Then:

Type the Closing Speech script in the box provided.

Selecting OK will accept the script and take you back to the Client Information form.

Selecting Cancel erases any changes you have made to the script and takes you back to the Client Information form.

If you want to include the time and/or date in the message, click on the appropriate box to turn the feature on. Say Date and Say Time are 'on' if there is an 'x' in the box.

Instructions for using the Chaining feature are in "Appendix D: Using the Chaining Feature" on page 155 of this manual.

Finally:

Click on Record or use the Arrow key to select the Record button and press the Enter key.

The Record screen appears, and you are ready to record.

Recording the Opening Speech

The Opening Speech is optional. You do not need to record this speech if you are using the standard Greeting Speech to open the message.

To access the Recording screen for the Opening Speech,

Click on Opening Speech, or using the Arrow key, highlight the Opening Speech button and press Enter.

The Opening Speech script screen opens.

1. Type the Opening Script in the box provided.

Selecting OK will accept the script and take you back to the Client Information form.

Selecting Cancel erases any changes you have made to the script and takes you back to the Client Information form.

2. Click on Record or use the v key to select the Record button and press the ekey.

The Record screen appears, and you are ready to record.

Figure 34 - Erase button for Opening Speech

Recording a Speech

The procedure for using the standard Record Screen is the same for every type of message segment.

To record a Speech:

1. When you are in the Recording screen, click on Record, or use the Tab key to select the Record button, and press the ekey.

The status line instructs you to pick up your hand set.



2. Pick up the hand set, and begin recording your message when you hear the beep. Be sure to speak clearly into your telephone to record the speech.

The Script Prompter automatically scrolls through your script if you have the "Auto Prompting" field checked.

3. When you've completed reading your script into the telephone, click on Stop and hang up the telephone.

1. Click on Play, or use the Tab key to select the Play box, and press the ekey.

The status line instructs you to pick up your hand set.

2. Pick up the hand set of your telephone to listen to your recorded speech.

After the beep, you hear your speech.

If you'd like to listen to the speech again, select Replay.

3. When you have finished listening to your recording, hang up the telephone.

If you are not satisfied with your newly recorded speech, you can click on Record and record it again.

1. Click on OK, or use the Tab key to select the OK button.

2. Press the ekey.

This saves the recording and returns you to the Client Information form.

If you don't want to save your recorded speech, select Cancel instead of OK. This returns you to the Client Information form without saving your recording.

Saving the New Client Information

Now that you have recorded an identification or closing speech, you can save the new client information. You must also save the client information before you can add calls to the client calling list.

To save the client information,

From the File menu, select the Save option

or

Click on the Save button on the Tool Button Ribbon.

Playing a Speech

The Play Message screen is available for the individual Opening Speech and the Closing Speech. This feature allows you to listen to a recorded speech without being in the Record screen.

To access the Play screen:

1. Click on Opening Speech or Closing Speech in the Client Information form, or using the v key, highlight the button for the speech you want to play, and press e.

The speech script screen opens.

2. Using the mouse, click on Play, or use the Tab key to select the Play button, and press the ekey.

The Play Message screen appears, and you are ready to listen to the recording.



The status line instructs you to pick up your hand set.

3. Pick up the hand set, and begin listening to the recording.

4. When you've completed listening, hang up the telephone.

To listen to the speech again, press Replay.

5. Click on Close or use the Tab key to select the Close box, and press the ekey.

6. This returns you back to the Speech Script screen. Press OK to leave the speech script screen.

Entering Appointment Information

When you are ready to enter information for calls, you first open the Client Information form for the client for whom you are adding calls. You can add calls to the calling list either with Smartmode active or inactive. If you are entering calls with the appointment times evenly and consecutively spaced, then Smartmode can simplify the entry process.

From here, you select the Add Calls button to open the Call Entry screen.

To Add calls to the client's Calling List when Smartmode is inactive;

1. Open the Client Information form for the client for whom you are entering calls.

2. Click on the Add Calls button at the bottom of the Client Information form, or using the tab keys, select the Add Calls button and press the ekey.

The Call Entry screen opens.



When Smartmode is inactive, the Smartmode box is blank.

3. Enter the appointment date in the first box in numeric form observing the following conditions. The program inserts the '/ ' between month, day, and year.

For January only, you must use '0' before the '1', that is '01'.

You must use all four digits for the year. That is '1995'.

When you have entered an appointment date, the date the computer will make the call shows in the Call Date field on the screen.

When you have entered a date correctly, the cursor moves to the Appointment Time field.

1. Enter the time of the appointment, observing the following conditions.

You must use two digits for each 'hour' and each minute entry. For example, use '01' an '30' for 1:30.

2. Click on AM or PM, or use the wykeys to switch back and forth between AM and PM.

When you Click on another box or use the Tab key to move out of the time field, the last choice you made between AM and PM is accepted.

3. Enter the phone number for the person who has an appointment.

This box will take only numbers and a few special characters sometimes needed when dialing a phone number. It will not accept alphabetic information.

Be sure to double check the phone number when you enter it. You will not be able to Save this entry without a valid phone number, but you must verify that it is the correct phone number.

4. Using the Tab key, tab to the Last Name entry field and enter the last name of the person who has an appointment.

5. Using the Tab key, tab to the First Name entry field and enter the first name of the person who has an appointment.

This information is for your records and reports. It is not part of the message.

6. Save the new call record by pressing the ekey.

The entry is added to the Call List, all of the fields are blanked out, and you are ready to make the next entry.

7. Repeat steps 4 through 9 to add another call. Continuing until all the calls are added.

8. When done, click on Cancel to return to the client form.

Smartmode is designed to help you rapidly enter long lists of appointments. You will find that using only the keyboard while entering a list is faster than trying to use the mouse for any part of the operation.

Open the Client Information form for the client you are entering calls for.

1. Click on the Add Calls button at the bottom of the Client Information form, or using the tab keys, select the Add Calls button and press the ekey.

The Call Entry screen opens. When Smartmode is active, there is an 'X' in the Smartmode box.



With Smartmode on, if you have never entered any calls for this client before, the date and time fields will be blank. If you have already entered calls for this client, the last date and time you entered will display, and you can press the space bar to increment the date or time by using Shift+Tab to select either field. If you change the date, the time is blanked and must be re-entered to start the new day's appointments.

2. Enter the appointment date in the first box in numeric form observing the following conditions. The program inserts the '/ ' between month, day, and year.

For January only, you must use '0' before the '1', that is '01'.

You must use all four digits for the year, that is '1995'.

If this is not the first appointment call entered for this client, the date of the last appointment entry will appear in the Appointment Date box.

To change the date, use the Tab key to move to that box. As you begin typing the new information, the old information erases. The cursor moves to the Appointment Time field.

With Smartmode, you can also increment the date by pressing the kbar when the cursor is in the date box. Then use the Tab key to move to the Appointment Time box.

When you have entered an appointment date, the program calculates a date to make the reminder call and it shows in the Call Date field on the screen.

3. Enter the time of the appointment, observing the following conditions.

You must use two digits for each 'hour' and each minute entry. For example, use '01' and '30' for 1:30.

4. Use the Arrow keys to switch back and forth between AM and PM.

When you use the Tab key to move out of the time field, the last choice you made between AM and PM is accepted.

5. Enter the phone number for the person who has an appointment.

This box will take only numbers and a few special characters that are sometimes needed when dialing a phone number. It will not accept alphabetic information.

Be sure to double check the phone number when you enter it. You will not be able to Save this entry without a valid phone number, but you must verify that it is the correct phone number.

6. Enter the Last Name and the First Name of the person who has an appointment.

This is information is for your records and reports. It is not part of the message.

7. Save the new call record by pressing the Enter key.

The entry is added to the Call List and you are in a new form with the cursor in the Appointment Time box.

The date remains the same as Smartmode assumes that you are still entering calls for the same date.

The time of the last appointment is still showing.

8. To increase the appointment time, press the Space bar. The time will increase by the number of minutes in the Smartmode interval, and the cursor moves to the Phone box.

9. Enter the next phone number and name.

10. Press Enter to continue adding phone numbers and names. When you have completed your list, click on Cancel to return to the client screen.

Practice and Review

When you first open the Computer Appointment Verification program, you will find a sample client already entered. Begin this exercise by viewing the sample client information form.

View the Client Directory

1. Click on the Select Client Form button to view the Client Directory. 2. Double click on the client called Dr. Van Pelt in the Client Directory.

The Client Information form opens.

3. Use the Browse buttons to view any other Client Information forms in the Client Directory.

Adding Clients

1. Click on the New Client button. A blank Client Information opens.

2. Add information for another practice client, such as (Client) Mr. Henry Clay, (Contact) Ms. Anderson, (Address) 21 South 21st Street, PO Box 3, Warsaw, TX, 75221, (Phone) 512-458-1010, (Fax) 512-458-1785.

2. Click on Activated in the Smart Appointment section. Using the v key, move to the minute intervals box and enter 15 for the interval between appointments.

3. For this exercise, you can leave the Billing Information as it is, but you must enter a Fee Per Call. Use the v key to move to the Fee Per Call box in the Billing Information section. Type in '0.25' for twenty-five cents per call.

4. Call Lead Time can remain as 1 day, and it is not necessary to add Notes as this section is for your reference. However, you can press the Tab key to see how to move through the rest of the screen.

Your practice client screen should appear like the following figure.

An Advisory Message appears. You cannot save this client until you have recorded a closing speech.

Now you can record the speeches that make up the client message.

Recording a Message for a Client

	1. Click on the Closing Speech button. Type Mr. Henry Clay in the script screen. Your script screen will look like the one in the Figure that follows.
	2. Click on Record. The standard Record screen appears with the script in the prompter box.
	3. Click on Record in the Record screen. 1. Follow the prompts in the status box to pick up the hand set.
	2. At the sound of the tone, begin reading the script, clicking on Stop when you finish.
	3. Use the buttons at the bottom of the box to play, replay, stop, and to record the script again.
	4. When you are satisfied with the speech, click on OK to save it.
	5. Now Click on the Save button on the main menu and save the client. 6. The Client you added should now appear in the Client Directory.
	7. Click on the Client Directory button to view the new client.

You have now added a client to the Client Directory. Next you need to be able to make calls for this client. Continue when you are ready.

Creating a Calling List

1. Open the Client Directory, and select the client you added in the Practice and Review session in the previous chapter.

The Client Information form opens.

If Smart Appointments is active, click on the Activated box so that it is empty, and click on the Save button.

2. Click on Add Calls. The Call Entry Form opens.

3. Enter the following information for a call.

• Type 11301996 in the Appointment Date entry box.

• Type 0830 in the Appointment Time boxes. The cursor moves to the AM entry.

• With dot showing in the AM selection, press the Tab key. This confirms that the appointment is in the AM, and the cursor moves to the Phone box.

• Type 1234567 in the Phone box and then press the Tab key.

• Type Singer in the Last Name entry box and press the Tab key.

• Type Jaz in the First Name entry box and press the Tab key.

3. Press the ekey to save the information. The call is entered, and a blank Call Entry form appears.

1. Add another call, and save.

6. Click on Cancel to return to the Client Information form. Activate Smart Appointments by clicking on Activate to place an 'x' in the box, and make an entry in the minute intervals box (such as 30, for 30 minutes).

7. Add another call to the Calling List, and save the entry.

Notice that the date is still in the form and the cursor is in the time entry box.

1. Press the k bar .

The time increments by the appropriate interval.

	9. Complete the Call Entry record, save, and press Cancel. You return to the Client Information form.
	10. Click on View Calls. The Calling List opens and the calls you entered are displayed.
	1. Select a call and press Delete. An advisory message appears asking if you are sure you want to delete this record. 2. Press Yes on the advisory message screen. The advisory message disappears and you are returned to the Calling List. The call you deleted is no longer on the list.
	3. Press Close on the Calling List screen.
	4. Exit the program by clicking on the Exit button.

You have now added a client and made entries to the Calling List. The next step is to know how to edit the information you have just entered.