Five 9 Procedure
Updating the contact record with the intern ID
When you receive an incoming call or email it is important to update the contact record with the intern ID every time if it has not already been updated. Also, double check the phone and email address displayed for accuracy.
You can click on the “Contact” tab to display the contact records. Scroll down to the Intern ID box at the bottom and copy and paste the intern ID in from Prince.
Update the contact information with correct phone number and Intern ID that displays in Prince
Once you set the disposition, an alert will pop up asking if you want to save the contact information you have updated. Click on “Save”
Procedure:
Checking the History tab for open emails and communication history
Be sure to check the “History” tab next to the contact tab to see if there are open emails that can be resolved when on the phone with an intern or when responding to another email they have sent.