Contact Management

Often you will need to query the specific messages that have been sent to a customer if they send a query etc. To facilitate this we have built a whole new area that allows you to search for messages sent.

A user can simply search by status and date range. Or more likely, search by these AND the back office reference that the person is authenticated to i.e. Council Tax Account number / licence reference number etc. The following shows the different statuses for messages sent in the filter:

These statuses are explained as:

• Success = a successful response was received from the notification mechanism provider I.e. email server if email was the mechanism

• Failed = where we have a failed response from the notification mechanism provider

• Awaiting = we have sent to the email server not yet not got a response i.e. pending

• Not permitted = can't send because the person's notification preferences say no to emails for this service

• Error = unable to send because of a technical error with the notification mechanism provider

And going further if one of these rows is clicked upon the detailed audit can be seen. Including the value that was used from the file to prompt the creation of the electronic notification.

The eNotifications’ Contact Management function enables council staff to find notifications that have been issued for a specific back office reference or for a specific date range:

Each and every notification has a complete log containing details pertaining to the notifications sent: