The CSXFRU screen is used to add or update customer transfer request for the NCP and/or CP on a case. Updating this screen will let CARE know if the parties are authorized for a call transfer.
Access the screen by typing CSXFRU on the next line if you are in the case. You may also access it by typing CSXFRU_FGN.
Tab under the CUST TRANSFER INDICATOR column next to the party you want to update with a transfer authorization. Type “Y” to indicate that the transfer is authorized. Tab to the CONTACT NUMBER column and enter the phone number that you wish the party to be transferred to. Then tab to the EXPIRATION DATE column and enter the expiration date of the authorization.
If you no longer wish to have the party be authorized for a transfer access the CSXFRU screen and type over the “Y” with “N” to note that the caller is no longer authorized for a transfer and space out the phone number and date. If the transfer authorization date has passed, there is no need to update with the “N”.
To view which parties have been authorized for a transfer access the CSXFRI screen.
To view a history of transfer authorizations access the CSXFRH screen. This will list out all prior transfer authorizations for a particular FGN.
Please note: These transactions assume that CSCU has been updated with the current caseworker’s user ID. Some offices use User IDs of staff that are retired to denote what status an FGN is in at a glance; however, this could confuse both CARE and the customer if they are expecting John Q. Public but instead their worker is Suzie X. Test.
Each of these transactions are accessible at the FGN level. The PF3 key can be used to flip between the transactions.
FUNCTION KEY ACCESS:
Use <F3> to invoke screen CSXFRU from CSXFRI
Use <F3> to invoke screen CSXFRI from CSXFRH
You may be pondering how CARE employees would know to look at CSXFRI in the first place when fielding calls. The CSML screen will display “XFR” next to the party that has been authorized for a transfer. In the case of multiple CPs, it will overlay that CP’s sequence number. Once the call transfer authorization expires, or is updated to “N”, it will no longer display on CSML.
