CallTrax NEXT Help Resources – FAQ

 

FAQ

We know that understanding your robust CRM solution, CallTrax NEXT, is critical – so when you have a question, we have the answers you need. Check out our Frequently Asked Questions below for insights ranging from extending logout periods, customizing fields, and understanding how data is represented in reports.

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.

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.

CallTrax NEXT FAQs

FAQ

We know that understanding your robust CRM solution, CallTrax NEXT, is critical – so when you have a question, we have the answers you need. Check out our Frequently Asked Questions below for insights ranging from extending logout periods, customizing fields, and understanding how data is represented in reports.

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.

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.

CallTrax NEXT Processes and Procedures

 

PROCESSES & PROCEDURES

CLICK ON A MENU OPTION BELOW

 

 

 

DASHBOARD

NAME

DESCRIPTION

WRITTEN PROCEDURES

BUILD A NEW DASHBOARD

Learn how to build a personal or a role based dashboard.

CLICK TO OPEN

MANAGING YOUR DASHBOARDS

Learn how to manage the dashboards you have built for changes to the assigned role, name, or reports being displayed.

CLICK TO OPEN

CREATE A COPY OF A DASHBOARD

Learn how to easily copy an existing dashboard to further customize to fit your needs.

CLICK TO OPEN

DELETING A DASHBOARD

Learn how to delete a Dashboard that is no longer needed.

CLICK TO OPEN

PUBLISH REPORTS FOR DASHBOARDS

Learn how to publish a report within Dashboard Elements in order for it to be available for placing on dashboards.

CLICK TO OPEN

 

 

DISCOVERY

NAME

DESCRIPTION

WRITTEN PROCEDURES

CREATE A FILTER USING THE 3 STEP BUILD METHOD

Learn how to create a filter using the 3 step filter build design to isolate specific records.

CLICK TO OPEN

CREATE A FILTER USING THE FAST FILTER METHOD

Learn how to create a filter using the Fast Filter build to easily isolate specific records.

CLICK TO OPEN

SAVE A FILTER

Learn how to save filters you’ve built in order to reapply or select at a later time.

CLICK TO OPEN

JOIN A SAVED FILTER TO AN ACTIVE FILTER

Learn how to connect a saved filter to an active filter when working within the Research tool.

CLICK TO OPEN

SELECT A SAVED FILTER

Learn how to select your saved filters when working within the Research tool.

CLICK TO OPEN

COPY A SAVED FILTER

Learn how to copy your saved filters when working within the Research tool.

CLICK TO OPEN

DELETE A SAVED FILTER

Learn how to delete saved filters within the Research tool.

CLICK TO OPEN

CREATE A FIELD GROUP

Learn how to create customized data views through the Field Group function within the Research tool.

CLICK TO OPEN

MANAGING YOUR FIELD GROUPS

Learn how to update and manage the customized field groups created within the Research tool.

CLICK TO OPEN

COPY OF A FIELD GROUP

Learn how to copy an existing Field Group to apply further customization to fit your needs.

CLICK TO OPEN

DELETE A FIELD GROUP

Learn how to delete any Field Groups that you’ve created.

CLICK TO OPEN

 

 

CUSTOMER DASHBOARD

NAME

DESCRIPTION

WRITTEN PROCEDURES

CREATING A CONTACT

Learn how to create a new contact for a household or customer relationship on the Customer Dashboard.

CLICK TO OPEN

MANAGE CONTACTS THAT WERE ADDED

Learn how to manage and update contacts that were created on the Customer Dashboard.

CLICK TO OPEN

DELETE CONTACTS THAT WERE ADDED

Learn how to delete contacts that were created on the Customer Dashboard.

CLICK TO OPEN

CREATE A PHONE CALL ACTIVITY LOG

Learn the steps for creating a Phone Call activity log.

CLICK TO OPEN

CREATE A REFERRAL ACTIVITY LOG

Learn the steps for creating a referral activity log.

CLICK TO OPEN

CREATE AN EMAIL ACTIVITY LOG

Learn the steps for creating an email activity log.

CLICK TO OPEN

CREATE A MEETING ACTIVITY LOG

Learn the steps for creating a meeting activity log.

CLICK TO OPEN

CREATE A LETTER ACTIVITY LOG

Learn the steps for creating a letter activity log.

CLICK TO OPEN

CREATE AN ALERT ACTIVITY LOG

Learn the steps for creating an alert activity log.

CLICK TO OPEN

CREATE A PIPELINE ACTIVITY LOG

Learn the steps for creating a pipeline activity log.

CLICK TO OPEN

CREATE AN OTHER ACTIVITY LOG

Learn the steps for creating an other activity log.

CLICK TO OPEN

CREATE NOTES ON THE CUSTOMER RELATIONSHIP

Learn the steps for providing key information that can be used to personalize your customer relationships through the Notes section.

CLICK TO OPEN

MANAGE NOTES ON THE CUSTOMER RELATIONSHIP

Learn the steps for managing the notes created in the Notes section on the Customer Dashboard.

CLICK TO OPEN

 

 

WORK LIST

NAME

DESCRIPTION

WRITTEN PROCEDURES

USING THE WORK LIST TO VIEW PENDING ACTIVITY

Learn how to manage your pending activity tasks through the Work List tool.

CLICK TO OPEN

 

 

 

 

 

 

 

 

 

 

CALLTRAX SETTINGS

NAME

DESCRIPTION

WRITTEN PROCEDURES

CREATING A LOOKUP ACTIVITY LOG FIELD

Learn the process for creating lookup activity log fields that will be available within the Activity Log Fields tab.

CLICK TO OPEN

MANAGING LOOKUP ACTIVITY LOG FIELDS

Learn how to make changes to the lookup activity log fields that have been customized for your institution under CallTrax Settings.

CLICK TO OPEN

CREATING A NUMERIC ACTIVITY LOG FIELD

Learn the process for creating numeric activity log fields that will be available within the Activity Log Fields tab.

CLICK TO OPEN

MANAGING DATE ACTIVITY LOG FIELDS

Learn how to make changes to the date activity log fields that have been customized for your institution within CallTrax Settings.

CLICK TO OPEN

MANAGING LOGICAL ACTIVITY LOG FIELDS

Learn how to make changes to the logical activity log fields that have been customized for your institution within CallTrax Settings.

CLICK TO OPEN

MANAGING CHARACTER ACTIVITY LOG FIELDS

Learn how to make changes to the character activity log fields that have been customized for your institution within CallTrax Settings.

CLICK TO OPEN

DELETE ACTIVITY LOG FIELDS

Learn how to mark the customized activity log fields for deletion within CallTrax Settings.

CLICK TO OPEN

RESTORE DELETED ACTIVITY LOG FIELDS

Learn how to restore activity log fields that have been marked for deletion within CallTrax Settings.

CLICK TO OPEN

MANAGE ACTIVITY LOG FIELD SETUPS BY ROLE AND LOG TYPE

Learn how to manage the activity log field layouts defined in Activity Log Setup within CallTrax Settings.

CLICK TO OPEN

BUILD A CUSTOMIZED WORKFLOW PROCESS

Learn how to build customized workflows to automate the log creations for specific processes within your organization.

CLICK TO OPEN

MANAGE YOUR CUSTOMIZED WORKFLOW PROCESSES

Learn how to manage your customized workflow builds.

CLICK TO OPEN

MANAGE YOUR CUSTOMIZED PIPELINE TYPES

Learn how to create and mange your customized Pipeline Types within CallTrax Settings.

CLICK TO OPEN

DELETING YOUR CUSTOMIZED PIPELINE TYPES

Learn how to mark the customized Pipeline Types for deletion within CallTrax Settings.

CLICK TO OPEN

MANAGE WHICH ACCOUNT USER DEFINED FIELDS WILL BE VISIBLE WITHIN CUSTOMER DASHBOARD

Learn how to manage which Account User Defined Fields will be visible within Accounts and Services under the Summary Information section on the Customer Dashboard.

CLICK TO OPEN

MANAGE FIELD GROUPS AVAILABLE WITHIN CUSTOMER DASHBOARD

Learn how to manage which field groups will be available within Field Groups under the Summary Information section on the Customer Dashboard.

CLICK TO OPEN

MANAGE WHICH DEMOGRAPHIC FIELDS WILL BE VISIBLE WITHIN CUSTOMER DASHBOARD

Learn how to manage which Demographic Fields will be visible within Demographics under the Summary Information section on the Customer Dashboard.

CLICK TO OPEN

MANAGE WHICH CAMPAIGNS WILL BE VISIBLE WITHIN CUSTOMER DASHBOARD

Learn how to manage which Campaigns will be visible within the Campaign section on the Customer Dashboard.

CLICK TO OPEN

MANAGE SALES SCRIPTS ATTACHED TO CAMPAIGNS

Learn how to manage the sales scripts that can be attached to the campaigns.

CLICK TO OPEN

MANAGE SALES SCRIPTS ATTACHED TO PRODUCTS

Learn how to manage the sales scripts that can be attached to the products and viewed within the Next Potential Product section on the Customer Dashboard.

CLICK TO OPEN

MANAGE REFERRAL DROP OFF SETTINGS

Learn how to establish a time frame and action to be applied to outstanding referrals in an automated fashion.

CLICK TO OPEN

MANAGE OPTIONAL REFERRAL SETTINGS

Learn how to manage the auto handle options that will impact how your referrals will be managed when a new account comes into your system.

CLICK TO OPEN

 

 

GOALS AND INCENTIVES

NAME

DESCRIPTION

WRITTEN PROCEDURES

CREATE A NEW GROUP TO APPLY TO AN INCENTIVE/GOAL

Learn how to create a group of officers, branches, products, etc. to be applied to an incentive or goal.

CLICK TO OPEN

MANAGE GROUPS BEING APPLIED TO AN INCENTIVE/GOAL

Learn how to manage a group of officers, branches, products, etc. created to be applied to an incentive or goal.

CLICK TO OPEN

DISABLE GROUPS BEING APPLIED TO AN INCENTIVE/GOAL

Learn how to disable a group of officers, branches, products, etc. that no longer needs to be applied to an incentive or goal.

CLICK TO OPEN

BUILDING GOALS

Learn how to build a goal on a specific log activity for a desired product(s).

CLICK TO OPEN

MANAGE GOALS

Learn how to manage and update the goals you are tracking on.

CLICK TO OPEN

DISABLING GOALS

Learn how to disable a goal that no longer needs to be tracked.

CLICK TO OPEN

BUILDING INCENTIVES

Learn how to build an incentive on a specific log activity for a desired product(s).

CLICK TO OPEN

MANAGE INCENTIVES

Learn how to manage and update the incentives that are being tracked.

CLICK TO OPEN

DISABLE INCENTIVES

Learn how to disable an incentive that no longer needs to be tracked.

CLICK TO OPEN

CREATE A MANUAL ITEM

Learn how to build manual items for those goals or incentives that are not based on activity logs.

CLICK TO OPEN

MANAGE MANUAL ITEMS

Learn how to manage and edit manual items that are being tracked.

CLICK TO OPEN

DISABLE MANUAL ITEMS

Learn how to disable a manual item that is no longer being tracked.

CLICK TO OPEN

CREATE A MANUAL DATA ENTRY

Learn how to create a manual data entry to create a time frame to enter in the incentive results for those manual items being tracked.

CLICK TO OPEN

MANAGE A MANUAL DATA ENTRY

Learn how to edit and manage your manual data entries to modify the settings or enter in the incentive results for those manual items being tracked.

CLICK TO OPEN

DELETE A MANUAL DATA ENTRY

Learn how to delete a manual data entry that has been created.

CLICK TO OPEN

 

 

OFFICER GROUPS

NAME

DESCRIPTION

WRITTEN PROCEDURES

CREATE AN OFFICER GROUP

Learn how to create an officer group that can be selected when creating activity logs.

CLICK TO OPEN

MANAGE OFFICER GROUPS

Learn how to edit and manage the officer groups you’ve created.

CLICK TO OPEN

DELETE OFFICER GROUPS

Learn how to delete an officer group that is no longer needed.

CLICK TO OPEN

 

 

PERMISSIONS

NAME

DESCRIPTION

WRITTEN PROCEDURES

CREATING A ROLE

Learn how to create a role that is used to define permissions for various areas in CallTrax NEXT as well as availability of reports, dashboards and customized fields.

CLICK TO OPEN

MANAGING ROLES

Learn how to edit and manage the roles created for your institution.

CLICK TO OPEN

DELETE A ROLE

Learn how to delete a role that has been created for your institution.

CLICK TO OPEN

CREATING A USER

Learn how to create a user login.

CLICK TO OPEN

MANAGING USER LOGINS

Learn how to update existing user login information and settings.

CLICK TO OPEN

DISABLING USER LOGINS

Learn how to deactivate user logins.

CLICK TO OPEN

RESETTING A USER'S PASSWORD

Learn how to reset a user’s password for them.

CLICK TO OPEN

CONFIGURING RE-DIRECT LOGS SETTING

Learn how to manage log activity through the “re-direct logs” setting for those users who will be out of the office for an extended period of time.

CLICK TO OPEN

CONFIGURING PASSWORD SETTINGS

Learn how to configure the password requirements that you want to be applied to the user logins for your institution.

CLICK TO OPEN

REPORTS

NAME

DESCRIPTION

WRITTEN PROCEDURES

GENERATING REPORTS WITHIN DISCOVERY

Learn how to access and generate the global reports available within the Discovery tool.

CLICK TO OPEN