During the call management flow, JD Edwards users can link inbound phone calls to a specific address book customer or SmarterCommerce consumer.  When you enter call information for a customer or consumer, one can relate that information to a specific set of products or sales order while additionally creating follow-up tasks that can be executed by users within your organization.

The following illustrates this process. 

1. Customer or consumer calls into the call center to speak with a Customer Service Representative
   
   
2. JD Edwards user searches history of calls placed by customer or consumer
   
   
3. User adds new call for customer/consumer detailing call notes
   
   
4. User references products of concern or related original sales order to call notes
   
   
5. User assigns task as a follow-up with customer
   
   
6. User follows up and closes open task