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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

How to use the SEES appointment system

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 .

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

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’.