ActionWare FAQ's about CRM Product Functionality

<body> <p align="center"><font size="6" face="Arial, Verdana"><strong>Frequently Asked Questions</strong></font><font face="Arial, Verdana"> </font></p> <div align="center"><center><table border="0" cellpadding="0" cellspacing="30"> <tr> <td align="center"><a href="#Act"><font size="4" face="Arial, Verdana">Activities</font></a></td> <td align="center"><a href="#Word"><font size="4" face="Arial, Verdana">Word Processing</font></a></td> </tr> <tr> <td align="center"><a href="#Filters"><font size="4" face="Arial, Verdana">Filters</font></a></td> <td align="center"><a href="#Contact"><font size="4" face="Arial, Verdana">Contact Records</font></a></td> </tr> </table> </center></div><p><a name="Act"><font size="5" face="Arial, Verdana">Activities</font><font face="Arial, Verdana"><br> </font></a></p> <p><a name="Act"><font color="#990033" size="4" face="Arial, Verdana"><b>Q:</b> "On my Activity Panel, my activity has a Status of 'LINKED' and is highlighted blue on the Activity Header. What do I need to do?"</font></a></p> <p><a name="Act"><font size="4" face="Arial, Verdana"><b>A:</b></font><font face="Arial, Verdana"> </font><font size="3" face="Arial, Verdana">This question indicates that the Activity View may have been changed on the Activity panel to "ViewN: All Notes". If you press F22 for Select/Panel/View, you have the option of changing the Activity Panel Format, which is the view of activities. From the next menu, select either the number '1' or the letter 'A' and this will change the view back to "View A: Activities + Notes." Another method is to hit the comma (",") key to toggle between the "View A: Activities + Notes" and "View N: All Notes."</font></a></p> <p><a name="Act"><font face="Arial, Verdana"><br> </font></a></p> <p><a name="Act"><font color="#990033" size="4" face="Arial, Verdana"><b>Q:</b> "When I press 'D' for 'Dial a call,' an activity bar appears on the activity panel of my record, but when I press 'T' for 'Take a call,' there is no bar. How can I change this so an activity bar appears and I can type a note?"</font></a></p> <p><a name="Act"><font size="4" face="Arial, Verdana"><b>A:</b></font><font face="Arial, Verdana"> </font><font size="3" face="Arial, Verdana">This indicates that system option 8 is set to a 'Y' so you can perform an 'H' to 'Hang-up' on any record you go to. If you would like the activity bar to appear on the record while the timer is still on, you need to change this system option to an 'R,' which allows you to return to the record you performed the 'Take a call' from, whether you've gone to another record or not. Please refer to your System Administration Guide for instructions on how to change this or see your ActionWare400 System Administrator to have them change it for you.</font></a></p> <p><a name="Act"><font face="Arial, Verdana"><br> </font></a></p> <p><a name="Act"><font color="#990033" size="4" face="Arial, Verdana"><b>Q:</b> "When I'm working on an activity based from a campaign targeted to another user, I select this activity from the other user's ToDo list, but when I go to another record and then try to get back to this campaign activity on the ToDo list, it's not there. What happened to it?"</font></a></p> <p><a name="Act"><font size="4" face="Arial, Verdana"><b>A:</b> </font><font size="3" face="Arial, Verdana">When the campaign activity was selected from the ToDo list, it became locked. The system determined that this activity was generated through a campaign. All campaign activities are assigned acounter. When the user who selected this campaign activity went to another record, the activity was still locked but is no longer the current activity, so it will not appear in the ToDo list since it is still locked. The system decrements the counter that was assigned to the campaign activity every 10 minutes; when the counter reaches zero, theactivity becomes free once again. This serves as a safeguard so that the activity cannotbe found from the ToDo list in case the original user were to come back to the selected campaign activity. If they GoTo the record this campaign activity was created on, theywill see it is still there on the record. An easier way to release this activity is to select another activity in place of the campaign activity.</font></a></p> <p><a name="Act"><font face="Arial, Verdana"><br> <br> </font></a><a name="Word"><font size="5" face="Arial, Verdana">Word Processing</font><font face="Arial, Verdana"> </font></a></p> <p><a name="Word"><font color="#990033" size="4" face="Arial, Verdana"><b>Q:</b> "When I try to revise a MS Word document, it looks like the document is going to open but I then get an error message that the 'Document Name or Path is not valid.' I checked and it is there in my shared folders. What's up with this?"</font></a></p> <p><a name="Word"><font size="4" face="Arial, Verdana"><b>A:</b></font><font face="Arial, Verdana"> </font><font size="3" face="Arial, Verdana">The most common answer to this problem is that the I drive (your shared folders) has not been connected to or is not mapped to the correct folder. Please verify the name of the folder that contains your document (our customers commonly use TM4/SHELL) and check to see if the I drive is mapped correctly. If your AS/400 uses IFS (Integrated File System) then the I drive should be mapped to QDLS. If not, then the I drive should be mapped to the "Root" or the "System Name" of your AS/400.</font></a></p> <p><a name="Word"><font face="Arial, Verdana"><br> </font></a></p> <p><a name="Word"><font color="#990033" size="4" face="Arial, Verdana"><b>Q:</b> "When I'm revising a shell document, I click on the 'View merged data' button in Word, but I don't see the data from the record I was last on populating my merge codes. Why is this happening?"</font></a></p> <p><a name="Word"><font size="4" face="Arial, Verdana"><b>A:</b></font><font face="Arial, Verdana"> </font><font size="3" face="Arial, Verdana">The reason the data from the record you were last on is not appearing is because you haven't performed a merge, either Single Letter or Mass Mail. You've actually answered your own question when you say you are 'Revising' your shell document. 'Revising' and 'Merge' are two different functions. The datasource, WPLG.CDF in the TM4PCF directory on your C:\ drive probably contains the data from the most recent merge, or our sample data from when the setup on the PC was performed. To perform a single letter merge, you must have a shell document with a prefix of 'SHELL' that has a three letter suffix, i.e. SHELL.@@@, that contains merge codes. Start on the record from which you'd like to merge data to your shelldocument. Choose option 'W' for Word Processing, then hit your Tab key. In the Shell Letter Suffix field, type the suffix of your shell document without hitting the Enter key. Your document should open in Word and you should now see the data from the record you were on when you started the process. Please refer to your manuals for instructions to step through a 'Single Letter Merge' or 'Mass Mail.'</font><font face="Arial, Verdana"> </font></a></p> <p><a name="Word"><font face="Arial, Verdana"><br> </font></a></p> <p><a name="Word"><font color="#990033" size="4" face="Arial, Verdana"><b>Q:</b> "When I choose option '1' from the Word Processing Menu to create a MS Word shell document, I get a page filled with garbage. Why is this happening?"</font></a></p> <p><a name="Word"><font size="4" face="Arial, Verdana"><b>A:</b> </font><font size="3" face="Arial, Verdana">This symptom indicates that the RFT-DCA text converter has not been installed with the version of MSWord you are using. The quick way to verify this is to open a Word document, left click on File, click on Save As, click on the down arrow on Save As Type and look for an RFT-DCA type. This is not a problem that will dramatically influence your document format. Simply 'Select All' by doing a Ctrl+A, then delete the highlighted characters. You will need to contact Microsoft for instructions on installing the RFT-DCA text converter.</font></a></p> <p><a name="Word"><font size="4" face="Arial, Verdana"><br> </font></a></p> <p><a name="Word"><font color="#990033" size="4" face="Arial, Verdana"><b>Q:</b> "I'm using ActionWareGUI and want to word-process with MS Word, but I get various error messages when trying to do so. I use this product in green screen and word processing works fine. What is going on here?"</font></a></p> <p><a name="Word"><font size="4" face="Arial, Verdana"><b>A:</b> </font><font size="3" face="Arial, Verdana">Most likely you're not be using ActionWare's PCL product, which is a required piece of software if you plan on using word processing within ActionWareGUI Call ActionWare to determine if your connectivity is supported for ActionWareGUI and word processing.</font></a></p> <p><a name="Word"><font size="4" face="Arial, Verdana"><br> </font></a></p> <p><a name="Word"><font color="#990033" size="4" face="Arial, Verdana"><b>Q:</b> "When I'm taking an action to use a document through the MS Word Interface, i.e. a Single Letter Merge, I get a message that tells me that an error has occurred and the Winword.exe program cannot be launched. What should I do?"</font></a></p> <p><a name="Word"><font size="4" face="Arial, Verdana"><b>A:</b> </font><font size="3" face="Arial, Verdana">First, you need to find the path to Winword.exe. Then, edit the WPLOADER.INI file on your hard drive, located in your Windows directory. There is a section called [WP 1] with a line of WINExec=%Extensions,Doc. On this line only, delete everything after the '=' sign, then type in the path to Winword.exe. Save the changes and try going through your process again.</font></a></p> <p><a name="Word"><font size="4" face="Arial, Verdana"><br> <br> </font></a><a name="Filters"><font size="5" face="Arial, Verdana">Filters</font><font size="4" face="Arial, Verdana"> </font></a></p> <p><a name="Filters"><font color="#990033" size="4" face="Arial, Verdana"><b>Q:</b> "When I run a CONTACT/ACTIVITY filter, I take option F4 for a list and the same record always appears more than once. What's up?"</font></a></p> <p><a name="Filters"><font size="4" face="Arial, Verdana"><b>A:</b> </font><font size="3" face="Arial, Verdana">There are multiple activities that meet your filter criteria on the same record. To help this filtering process along, when creating a CONTACT/ACTIVITY filter you should use the ACTIVITY file as your Focus File. This tip will not solve the problem of the record appearing multiple times in the list, but will make it easier for you to Forward through the selected activities. If you're using ActionWare400 version 5.21 000 or later, there is another option: select the Filter Type of Unique when creating your filter. This option will solve your problem and you should only see the record appear once in the list.</font></a></p> <p><a name="Filters"><font size="4" face="Arial, Verdana"><br> </font></a></p> <p><a name="Filters"><font color="#990033" size="4" face="Arial, Verdana"><b>Q:</b> "I've created a filter, but the records I want are not in the filter. I've checked the definition and still cannot seem to pull the right records. What am I doing wrong?"</font></a></p> <p><a name="Filters"><font size="4" face="Arial, Verdana"><b>A:</b> </font><font size="3" face="Arial, Verdana">This sounds like a syntax problem. Although it is very hard to pinpoint what line to change in the multiple line filter definition, it would help most if you narrowed down your research to each line in your filter definition to see that each line makes logical sense. Otherwise, there may not be any records in your database that meet the criteria in your definition.</font></a></p> <p><a name="Filters"><font size="4" face="Arial, Verdana"><br> <br> </font></a><a name="Contact"><font size="5" face="Arial, Verdana">Contact Records</font><font size="4" face="Arial, Verdana"> </font></a></p> <p><a name="Contact"><font color="#990033" size="4" face="Arial, Verdana"><b>Q:</b> What controls how the system calculates the Primary ID (PID) when I add a new record?</font></a></p> <p><a name="Contact"><font size="4" face="Arial, Verdana"><b>A:</b> </font><font size="3" face="Arial, Verdana">ActionWare400 calculates a PID based on the words contained in the company name, using the following formula: remove unessential words such as A, The, Company, Corporation, Inc, and, or, etc. Substitute abbreviated phrases for full word phrases (ND for North Dakota, IBM for International Business Machines, etc). Substitute abbreviated words for full words (CA for California, Univ for University, etc.). The system uses these name changes to then calculate the Primary ID using the 1st 6 characters of the 1st word and the 1st letter of the next two words.</font></a></p> <p align="center"><a href="../../" target="_Top"><font size="2" face="Arial, Verdana">Home Page</font></a></p> </body>