Frequently
Asked Questions
Activities
Q: "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?"
A: This question indicates that the Activity View may have
been changed on the Activity panel to "View N: 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."
Q: "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?"
A: 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 see your ActionWare System Administrator to have them change
it for you. They may .refer to the System Administration Guide for instructions
on how to change System Options.
Q: "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?"
A: 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 a counter. 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, the activity becomes free once again. This serves as a safeguard
so that the activity cannot be 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, they will 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.
Word
Processing
Q: "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?"
A: 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 AW4/SHELL) and check to see if the I drive is mapped
correctly. If your iSeries (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 iSeries (AS/400).
Filters
Q: "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?"
A: 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 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.
Q: "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?"
A:
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.
Contact
Records
Q: What controls how the system
calculates the Primary ID (PID) when I add a new record?
A: ActionWare
calculates a PID based on the words contained in the company name, using the
following formula: remove un-essential 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.
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