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CallTrax NEXT Frequently Asked Questions

  • How do I view and manage my pending tasks?
    Click on Work List from the top menu and update the filter as needed to define what tasks will be displayed. Clicking on a record will take you to that task on the Customer Dashboard.

  • Can I limit access to specific fields and functions for certain users?
    Yes, administrators of the system can control access on an individual or group basis through roles. CallTrax NEXT provides four default roles but customized roles can be created based on your institution’s needs.

  • Does my password expire?
    Password requirements and settings are managed within the Administration/Permissions/Users page. If it is enabled, your passwords may require a password change within a certain number of days. Reach out to your system admin to learn of your institution’s CallTrax NEXT password requirements.

  • Can I combine personal and commercial relationships without impacting the integrity of separate households?
    Yes, you can combine these relationships using the Household Linking feature available within Summary Information on the Customer Dashboard.

  • What types of information can I collect from customer interactions?
    You can log phone calls, face to face meetings, emails, letters, referrals, pipelines, alerts and miscellaneous activities.

  • How do I add a Prospect to CallTrax NEXT?
    Within the Customer Dashboard, click the green Add New button located next to the Search button. To review the process for creating a Prospect, see attachment.

  • Can I edit fields?
    Activity Log Fields located within the log details can be edited if you are managing the log, but the account, household and individual information brought over during the nightly update cannot be edited.

  • Can I extend the automatic logout period?
    Yes, both the operating system and the intranet server can be adjusted to allow longer periods of being logged in. For assistance in extending the time frame, please have your System Admin reach out to the Client Support team.

  • Can I customize the information in CallTrax NEXT?
    You can define what information the end user can access through the assigned roles. Activity Log Fields can be customized to provide additional information when creating log activity. There is also a free form notes section available within Summary Information on the Customer Dashboard page.

  • Why do Activity Log Fields remain in the list when marked for deletion?
    Since information is tied to an activity log field, marking the field for deletion will remove it from being available within the logs but it is retained in order to retain any past information populated in the field. The same applies to Pipeline Types and Workflows.

  • Can CallTrax NEXT write back to our Core system?
    No, the information in CallTrax NEXT cannot be pushed back to your core system.

  • How do I add a Campaign Proof to the campaigns in CallTrax NEXT?
    They must be added to the campaign created within ExecuTrax which will then be brought over into CallTrax NEXT in the next nightly update.

  • Why does the Sales report not show a balance for new money?
    The Sales report displays funds based on the original balance that is reported. Loan funds will display here, however, deposits typically won’t unless original balances are being brought in on them.

  • Why is the incentive report showing No Records?
    The results for the report are defined by the Summarize By selection. If there are not any incentives built at the level that is chosen in the Summarize By filter parameter, no records will be found for the report. So, for example, if all your incentives are built at the Officer level, if you select Bank in the Summarize By filter, the report will display no records since there are not any incentives built for the Bank level.

  • How can I get a newly added Manual Item to show up on a Manual Data Entry?
    If the Manual Data Entry was added prior to the Manual Item being added, the Manual Data Entry will need to be deleted and recreated.

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