SolvedTCM1000178 | How to use the SEES appointment system
From HM Revenue & Customs · Tax Credits Manual
Version 1.0
Changes to previous version - new guidance.
Step 1
If you’re updating the Appointment system and already have the customer’s details displayed, go to Step 2.
If you’re accessing the Appointment system for the first time
open the SEES Appointment system by selecting the ‘operators.xlt’ icon on your desktop
select ‘View update/Appointments for given date and time’. A list of the days appointments will display
select the next available case or the next available case. This will take you to the ‘Tax Credit Office: Diary System’ screen. The customer’s details will be displayed
Note: Any cases you’ve worked earlier will have your PI number on them.
call the customer
go to Step 2.
Step 2
Update the comments box with the details of the phone call.
If you’re recording the end of a successful call
in the ‘Call Wrap’ field, select ‘Call Settled’ from the drop down menu
select ‘Save’
select ‘OK’ on the ‘Signal’ box.
If you’re recording the details of an unsuccessful call
in the ‘Call Wrap’ field, leave the drop down menu on the ‘Call Open’ default setting
select ‘Save’
select ‘OK’ on the ‘Signal’ box.
If you’re arranging a new appointment
in the ‘Call Wrap’ field, select ‘Rearrange Call’ from the drop down menu
select ‘Save’
select ‘OK’. A calendar will display
select the required date on the calendar
select ‘OK’. The available time slots for that date will display
select the required time slot
select ‘OK’.
If you’re recording a failed call
in the ‘Call Wrap’ field, select ‘Call Failed’ from the drop down menu
select ‘Save’. This will take you to the ‘Rearrange Calls’ screen
select the ‘Archive Case’ checkbox
select ‘OK’
select ‘OK’.