Customer Contact Center Food Stamp/Family Medicaid Phase II ...

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Call Center FS/FM SUCCESS PG October 24, 2007 Documentation MACROS/Quick Scripts Once a Macro/Quick Scripts is accessed, the date, the time, the Call Center Agent’s name, the load ID, and the telephone number automatically loads into the Macro/Quick Script Use arrow keys or mouse to move from field to field. Once you complete the Macro/Quick Script. Press Enter to return to the SUCCESS Screen. To access a blank REMA screen when documentation already exists, using the mouse or the arrow keys, move to the field next to the word “More” located at the bottom right corner of the screen. Type “Y”, press enter. Upper right corner of the screen will identity the number of REMA screens that already exist. The NARR screen can be accessed from the ADDR screen and the DONE screen Some Macros will post on two screens, to view the first screen of the Macro, press the F7 key to move back one screen. If this does not pull up the Macro, press enter, then press F9, and press enter until you see the Macro. Do not press the “Enter” key until you have completed the Macro/Quick Script. To view a Macro/Quick Script that you have already posted, simply press F9. PM-4
Call Center FS/FM SUCCESS PG October 24, 2007 Documentation MACROS/Quick Scripts Drop Down Menu Available Selections (order as the Macros/Quick Scripts list appears on SUCCESS) 1. FS Accuracy Review Correct 2. FS Case Accuracy Review 3. Case Reinstatement 4. Change Reported to Change Center 5. Change Process Approved Pending Application 6. New Hire Alert 7. OIS Referral/Payment 8. Hearing Request 9. Review of Corrections 10. Second Level Case Reviews PM-5
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Customer Contact Center Food Stamp/Family Medicaid Phase II ...

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