188体育

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This Action Guide outlines the process involved when an operator decides there is a need to record a contact between HMRC and the customer, agent or third party where details of that contact will not automatically be written to Contact History by the CIS system. The operator will need to hold the CISR Processor, CISR Processor Manager or the CISR Penalty Administrator roles.

After authenticating the contact successfully, or waiving authentication if appropriate, the user will arrive at the CIS Main Menu window. From here;

• Select the desired subcontractor or contractor reference number
• Select 鈥楻ecord Contact鈥� from the menu.

The window now visible will be 鈥楻ecord Contact鈥�. This is pre-populated with the contractor or subcontractor name and reference (dependent on the registration number selected within the Main Menu), as well as the name of the current contact you have just authenticated and the contactor type: contractor, subcontractor, agent, capacitor or third party.

Where you wish to make a contact history note for a partnership, you will need to enter this on each partners own CIS record. You can do this by going into the CIS Main menu with the partnership UTR, and then selecting the checkbox for each of the partners and then 鈥楻ecord contact鈥� from the menu. Alternatively, enter each partner鈥檚 UTR directly into CIS and then 鈥楻ecord contact鈥�.

The remaining fields are as follows;

• Contact Direction. Select from either 鈥業nbound鈥� or 鈥極utbound鈥�. This should be set to 鈥業nbound鈥� except where the contact is 鈥榩hone outbound鈥� or 鈥業nternal Enquiry鈥� was selected on the 鈥業dentify Customer鈥� window. If 鈥業nternal Enquiry鈥� was selected the contact selection will display 鈥極utbound鈥� and will not be amendable by the operator.
• Enquiry Date. This will be pre-populated with today鈥檚 date but can be changed to any date between 6th April 2008 and 鈥榯oday鈥檚 date鈥�.
• Subject A selection should be made from the drop down menu dependent on the enquiry, choosing from: Internal Referral, Letter, Callback, Complaint, or 鈥極ther鈥�. If 鈥極ther鈥� is selected an entry must be made in the following field 鈥楢ction Taken鈥�.
• Action Taken. Here you should describe the business activity that was taken by the operator in response to the enquiry. You cannot enter more than 100 characters in each session within this area. The operators PID should be entered alongside any entries made as CIS will record only the date and time of any entries. If for example the contact involved a referral from a contact centre to a local office, the title of the WAM could be entered here and the text from the WAM then entered in the 鈥楪eneral Notes鈥� area below.
• General Notes. This field is optional (and can hold up to 512 characters in any one session). All entries should be clear and concise and the details should be compliant with the Data Protection Act/Freedom of Information Act. You should also, try to avoid using abbreviations and acronyms to be sure the note will be understandable to others. Any notes entered here will be visible within Contact History on selection of the appropriate 鈥榮ubject鈥� details. Again the operators PID should be entered alongside any entries made as CIS will record only the date and time of any entries. It is important to note that once an entry has been 鈥榮aved鈥� onto the system it will not be possible to subsequently edit or delete it.
• Selecting the [OK] button will save any changes made and returns you to the CIS Main menu.
• You should now select [End Contact], at which point the data entered will be transferred over to Contact History and be available to view.
• Selecting the [Cancel] button will return you to the CIS Main menu and all changes made will be lost.