With the use of the CRM module by our non-clinical staff to document phone calls, patient calls are now being routed to the Customer Service Message folder in the inbasket.  In an effort to improve turnaround time with patient calls, a new column is now available that will indicate the waiting time since the message was created.  Waiting time will count up to 6 hours and then simply display More than 6 hours in the column.   The personalization wrench on the toolbar is always available for additional end user customization of these columns.