If you are unable to get hold of a customer due to wrong phone number, phone disconnected, Customer gone overseas etc. we need to select the Lost Customer Contact field located under "List Cases" then view that particular case, When this option is chosen the case will remain in your case list and change to orange. When you regain contact with the customer we then view the case in your case list and resume customer contact and close the case as per the normal procedure.
Lost Contact with Customer
1. Click on ` Lost Contact with Customer’
2. Enter comments with the reason why we are using this field eg. phone disconnected
3. Click Lost customer contact
Resume Contact with Customer
1. Click on` Resume Customer Contact
2. Enter Comments
3. Click resume customer Contact with Customer and close as per normal procedure