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Part 21. Customer Account Services

Chapter 2. Systems and Research Programs

Section 2. Research

21.2.2  Research

21.2.2.1  (10-01-2005)
Account Inquiry Research Overview

  1. Account inquiries are the most common contact handled by a Customer Service Representative (CSR). This section explains the research procedures needed to understand how to resolve account inquiries.

21.2.2.2  (10-01-2000)
What Is an Account Inquiry?

  1. An account inquiry is a contact relating to a taxpayer's tax account or entity information dealing with the processing of tax returns and corrections of subsequent errors.

21.2.2.3  (10-01-2006)
Account Inquiry Research

  1. In order to research the account and respond to the inquiry, it is important to have a good understanding of the systems, files and data bases outlined in IRM 21.2.1, Systems and Research Programs.

  2. You also must understand our goal of initial contact resolution. See IRM 21.2.2.3.3 Timeliness outlined below. The research procedures outlined in this section are:

    • Integrated Data Retrieval System (IDRS)

    • Corporate Files On-Line (CFOL)

    • Tax Return Data Base (TRDB)

    • Desktop Integration (DI)

    • Servicewide Electronic Research Project (SERP)

    • Retention Registers (Microfilm and On-Line)

    • Transcript Research System (TRS)

    • Microfilm Unit responsibilities

21.2.2.3.1  (10-01-2005)
Ethics Awareness

  1. The integrity and dependability of the Service is crucial to accomplish the Service's mission. All contacts made with the public shall reflect the Service's high ethical standards and quality performance.

  2. Employees having access to and working with return information and data concerning taxpayers must not:

    1. Alter data

    2. Disclose information to persons except as authorized by the Internal Revenue Code

    3. Use the data for unauthorized purposes

    4. Make unauthorized access (UNAX) to the data (browsing) or

    5. Engage in financial transactions using non-public information to further their own private interests or that of another, nor use their public office for private gain in any way.

21.2.2.3.2  (10-01-2005)
Taxpayer Browsing Protection Act

  1. All IRS employees are required by law to protect the confidentiality of a taxpayer's tax matters. You must ensure you are dealing with the taxpayer or someone properly authorized to receive this data before giving out any tax information. Refer to IRM 21.1, Accounts Management and Compliance Services Operations, for further guidelines on authorized disclosures.

  2. The Taxpayer Browsing Protection Act was signed into law in 1997.

    1. Willful unauthorized access or inspection of non-computerized taxpayer records, including hard copies of returns – as well as computerized information – is a misdemeanor, punishable, upon conviction, by fines, prison terms and termination of employment.

    2. Taxpayers have the right to take legal action when they are victims of unlawful access or inspection – even if a taxpayer's information is never revealed to a third party.

    3. When managers or employees are criminally charged, we are required to notify taxpayers that their records have been accessed without authorization.

    4. In short, the new law closes the loopholes in the existing statutes on willful UNAX or inspection. It makes all cases of UNAX – electronic and paper – a crime that carries with it penalties ranging from loss of job to fines and prison terms if an individual is convicted. And in all substantiated cases of UNAX, the appropriate managerial response, absent any mitigating circumstances, will be removal.

  3. Unauthorized inspection of tax information will not be tolerated. Service employees may have to access returns and return information when there is a "need to know" the information for their tax administration duties. There are many instances of authorized accesses, but some examples when an employee may properly access accounts are as follows:

    • A Customer Service Representative (CSR) may have to access several related accounts to determine whether a payment has been properly credited.

    • An On-the-Job Instructor (OJI) may need to review the case files of a trainee to assess the work performance.

  4. Shred all taxpayer information which is to be discarded, or dispose of it in a classified waste receptacle.

  5. Direct any other problems concerning disclosure matters (Privacy Act, Freedom of Information Act, IRC Section 6103, etc.) to the Disclosure Officer.

  6. Any employee who has knowledge of an UNAX violation, should immediately contact the local Inspector General Special Agent, or call the Treasury Inspector General for Tax Administration Hotline at 1–800–366–4484.

  7. For additional information regarding UNAX, refer to the Supplemental Guide for IRS' Awareness Briefing on Unauthorized Access–UNAX for additional information, or contact the Office of the Cyber Security , UNAX Program Office on 202–283–UNAX.

21.2.2.3.3  (01-03-2008)
Timeliness

  1. Timeliness is measured by the successful resolution of an issue in the most efficient manner resulting form a taxpayer's first inquiry with the IRS. This is accomplished by the proper use of workload management and time utilization techniques. A complete list of EQRS and NQRS timeliness attributes can be found in IRM 21.10.1–6.

  2. Timeliness is measured from the taxpayer's perspective, and represents the best possible service we can provide to all taxpayers who contact the IRS. Analysis of timeliness results found there are two reasons a taxpayer does not receive a timely response.

    • CSRs did not follow IRM guidelines or procedures.

    • CSRs did follow IRM guidelines or procedures, but the guidelines kept them from providing resolution.

  3. The timeliness measurement tracks these categories of non-resolution as follows:

    1. Use of Talk Time

    2. Use of Hold Time

    3. Use of Wrap Time

  4. Categories not meeting timeliness are:

    • Category Four — The successful resolution of an issue(s) resulting from a taxpayer's subsequent inquiry with IRS.

    • Category Five — The inability to provide resolution to any issue resulting from a taxpayer's contact with IRS.

    • Categories Six or Zero — This case is measured for Quality but cannot be coded for Timeliness because it cannot be determined if all issues were successfully resolved.

21.2.2.4  (10-01-2000)
Account Inquiry Research Procedures

  1. Use the procedures in the following subsections to research account inquiries.

21.2.2.4.1  (10-01-2005)
Types of Account Inquiry Resolutions

  1. Most accounts are resolved on-line or as a result of a written referral.

  2. On-line resolution is generally completed while the taxpayer is still on the telephone. However, if all account-related actions are completed by close of business (COB), it is considered closed on-line.

  3. Any inquiry that is not resolved and closed the same day is a written referral and may be referred to another employee in the same branch or transferred to another functional area.

    1. All actions must be taken and taxpayer contact must be made to be considered closed.

    2. Refer to IRM 21.3.1, Taxpayer Contacts, Resulting from Notice Issuance, for guidelines on closing actions for notice contacts, referrals/correspondence and instructions to taxpayers.

  4. The authority to take oral statement within tolerances was established to close account inquiries on-line.

  5. Oral statement allowances can be accepted by all IRS functions. Refer to IRM 21.1.3, Operational Guidelines Overview, for additional information on the expanded authority.

  6. Refer to IRM 21.5, Account Resolution, for specific adjustment procedures on resolving taxpayer issues.

21.2.2.4.2  (10-01-2003)
IDRS Case Controls

  1. Use CC ACTON to:

    1. Establish case controls

    2. Update and close controlled cases

    3. Correct name controls on dummy accounts

  2. Input IDRS Controls on TXMOD for the following conditions:

    Note:

    On multiple tax period/years input control on the most current tax period/year, (e.g.) Tax Years 2001 and 2002, the most current year is 2002.

    1. When an IRM procedure requires a IDRS control, refer to example IRM 21.4.2–1Command Code (CC) CHKCL Input, also IRM 21.3.5.4.2.2, Controlling Referrals.

    2. You are referring the taxpayer's correspondence or issue per paper referral to the appropriate function or agency for resolution.

21.2.2.4.2.1  (03-25-2008)
IDRS History Items and Account Inquiry

  1. Use CC ACTON to input IDRS History on TXMOD for the following (3) conditions.

    Note:

    On multiple tax period/years input history on the most current tax period/year. If a single tax period/year enter history on that tax period/year. For example: latest tax period/year 1999 and current tax period/year 2001.

    • When an IRM procedure requires IDRS history (e.g., IRMs 21.4, Refund Inquiries, and 21.5, Account Resolution, requires history to be input on IDRS).

    • TP states he/she will take corrective action (briefly describe the action to be taken by the taxpayer, e.g., pay balance due, mail 1040X).

    • You are referring the taxpayer or the issue to appropriate function or agency for resolution (abbreviate the function or agency (e.g., AUR, FMS, and SSA). In order to resolve some account conditions, the taxpayer must resolve issue with other agencies, before IRS can adjust account.

    Exception:

    Use Command Code TXMOD, unless an IRS procedure requires use of another Command Code. If account is not on IDRS use CC MFREQD and leave a history item.

  2. Only input IDRS History when providing taxpayer with the status of their refund or a claim, if you think that the item would benefit the next assistor who gets an inquiry from the same customer.

  3. Do not manually input history (narrative) on DI/AMS, if available, when inputting history on IDRS, listed in (1) above. See IRM 21.2.2.4.

21.2.2.4.3  (10-01-2005)
Adjustment Action Source Documents

  1. Source documents are required for the following adjustment actions:

    • Penalty abatements that are above threshold amount for reasonable cause

    • Credit transfers, where the payment was applied to the wrong TIN (non-related accounts) or credit transfers on related accounts when the transfer creates a debit balance. See IRM 21.5.8.3.1, Determining Source Document Requirement for Credit Transfers.

    • Adjustments to interest (assessments or abatements)

    • Adjusting the account with missing forms or schedules.

      Note:

      For instructions on source documents when working CIS cases see IRM 21.5.1.5.3"CIS Source Documentation. "

    Note:

    If an erroneous refund was issued, see IRM 21.4Refund Inquiries, for erroneous refund procedures.

  2. If documentation is required before the adjustment can be made, advise the taxpayer to fax or send required documentation to the customer service site. The Taxpayer's inquiry will determine the type of documentation required.

  3. If a source document is not required for oral statement adjustments, the specific elements must be included in the REMARKS field for each type of adjustment/entity change that is input. (See IRM 21.1.3 Operational Guidelines Overview, for information on these elements).

  4. Prepare Form 4442 for adjustment item requests that are accepted with oral statements and not input on-line that day.

    Caution:

    Whether an adjustment action is completed on-line or written up for later input, take care to obtain and verify disclosure information from the taxpayer before making any changes to the account.

  5. When you are required to send a source document to Files for association with the IDRS transaction record, input the adjustment with " SD" in the remarks field. See IRM 3.5.61,"Files Management and Services"

  6. If you retain the case, input SDR (Source Document Retained). If you are not sending the case to files at all, input NSD (No Source Document). These entries tell Files not to expect your document, or expect it later, for attachment to the IDRS transaction record, (Form 4251).

21.2.2.4.3.1  (11-06-2006)
Shipment of Source Documents

  1. Files expects to receive your source documents (in separate folders labeled by type) within seven workdays of your input. See IRM 3.5.61"Files Management and Services"

  2. Mail the source documents immediately after quality review is completed.

  3. If you need to retain the source document beyond seven workdays, input SDR (Source Document Retained) in the REMARKS field of the input screen. Immediately notify the Files Management Unit of the anticipated shipment delay.

    Example:

    This may be required for certain ADJ54 transactions when it is essential to complete resolution of your case.

  4. Route all adjustment documents to Files marked "Attn: Files Management Unit" . Complete Form 4442 Inquiry Referral, Form 8485, Assessment Adjustment Case Purpose and Preparation, or Form 10022, Case History/Telephone Sheet. Include all pertinent information when preparing the above forms

  5. Before placing the documents in the employee folder, complete Forms 4442 (Inquiry Referral). Local procedures may impose additional or alternate requirements. Also see IRM 21.5.2.4.24Shipment of Source Documents.

  6. Make separate adjustment folders for each date and type of input. Folders should show:

    • Your employee number

    • Quality review release date (if applicable)

    • Date and category of source documents

  7. Make a separate folder for each ADJ54 action. Label folders as follows:

    • Employee Number: Input Operator's Number

    • Category: (Doc Code 54/ADJ54)

    • Input Date: DD/MM/YYYY

    • Sequence Number: 01–14 QR

    • Release Date: 09/30/08

  8. Place other transaction (e.g., credit transfers) in a separate folder and ship to Files daily. On the outside of each folder put your employee number and the date, and identify the folder as "Other Documents."

  9. If the source document is not received within the required time, the Files Management Unit may contact you.

  10. BE SURE YOU HAVE SOURCE DOCUMENTS WHEN REQUIRED AND MAIL YOUR SOURCE DOCUMENTS TIMELY.

21.2.2.4.4  (10-01-2001)
IDRS Command Code Usage

  1. Command Codes (CC's) access IDRS files. See Document 6209, ADP and IDRS Information, or IRM 2.3, IDRS Terminal Responses, IRM 2.4IDRS Terminal Input, and IRM 2.8"Audit Information Management Systems" (AIMS), for information and formats of most CC's.

21.2.2.4.4.1  (10-01-2005)
Taxpayer Information File (TIF)

  1. In January 2004, Taxpayer Information File (TIF) Centralization and AIMS access ensured all taxpayer inquiries, including calls routed from one geographic area to another, have maximum and equal opportunity for immediate contact resolution. There is only one copy of a taxpayer's account, which can be accessed by any authorized IDRS user.

  2. CFOL can be also accessed to provide information when TIF data is not available.

    1. CC RECON is used when full account data is on the TIF, but is not as current as CFOL.

    2. CC MFREQC downloads CFOL data when the account is not on TIF, and you need to take action on the account. This request creates a " tweeny" account .

    Caution:

    Do not use MFREQC for research purposes only; the account is not on the TIF and no action is being taken.

    All adjustment/Master File update CC's for accounts established with CC MFREQC are accessible at any location.

    Note:

    The routing symbol "@" with the two-digit campus code will no longer be required for access to TIF and AIMS information. The routing symbol will no longer be used for the following command codes.

    Command Codes
    AMDIS CFINK FTDPN IADIS RPINK
    ICOMP INTST NAMES PICRD PIEST
    PIFTF PIFTD PIVAR REINF RFINQ
    SUMRY TDINQ TXMOD FTPIN URINQ
    XSINQ SCFTR ENMOD    
    SSNAD EINAD      
    Command Codes
    LEVYD LEVYE LEVYR LEVYS TSIGN
    TELEA TELEC TELED TELER IADFL
    IAGRE IAPND IAORG IAREV STAUP

21.2.2.4.4.2  (10-01-2004)
Research for Accounts Between Master File and Non-Master File

  1. Accounts that were between Master File and Non-Master File (e.g., Innocent Spouse, Offer in Compromise, Petitioner/Non-Petitioning and Bankruptcy) will now remain on the Master File and will normally be processed as a Master File account using MFT 31.

  2. The MFT 31 module will appear on the TIF as well as the Master File and will be associated with the MFT 30 account.

21.2.2.4.4.3  (05-23-2008)
Examples of CFOL Command Codes

  1. CC CFINK accesses Power of Attorney (POA) information for all campuses.

  2. CC DUPOL extracts taxpayer information from the duplicate TIN database for three tax processing years. This research tool helps detect fraudulent or incorrect use of SSNs in paper and electronically filed returns.

  3. CC IRPTR accesses Information Returns Processing (IRP) with definer O and L and has the ability to return online request (up to nine years) from the Information Returns Master File (IRMF).

    Note:

    IRPTR will expand to ten years in fiscal year 2009.

  4. CC PMFOL accesses information on the annual summary and transmittal of information returns (Form 1096) filed and the civil penalties associated with each document type. This includes information on:

    • Payments

    • Withholding

    • Number of documents filed

    • Document type

    • Backup withholding information

  5. CC SUPOL accesses a national database of potential Taxpayer Delinquency Investigation (TDI) cases. The data base contains IRP documents associated with the potential TDI.

21.2.2.4.4.4  (10-01-2005)
TRDBV Research Command Codes

  1. CC TRDBV allows IDRS users to research all electronically filed tax returns filed through the Electronic Filing System (ELF) which includes ELF, Electronic Transmitted Documents (ETD) and Magnetic Tape Program (MGT) and previous Telefile, Digest and Online for individual and business filers for Tax Year 1998 and subsequent.

  2. After retrieving data with CC TRDBV, request the following summary screens with the appropriate access code.

    Summary Screen Access Code
    1 Submission Level AA-HH
    2 Form or Schedules IA-PZ, YY, OR YZ
    3 Form Occurrence QA-XZ

21.2.2.4.4.5  (04-20-2007)
TRDB Summary Screens

  1. Screen I (Submission Level Summary Screen) displays a summary of the submission (e.g., primary forms) filed for an SSN with the following information:

    • Filing status

      Note:

      Please use caution when researching accounts with Filing Status 3 (Married Filing Separate). TRDB has a research capability that retrieves data for both the primary and secondary SSNs. On the Submission Level Summary Screen, the field TXPYR should be used to determine which taxpayer the return information relates to. A value of P = Primary and a value of S = Secondary. When the above condition exists, to avoid a Disclosure error, insure you are disclosing the taxpayer information to the correct spouse as indicated above.

    • Filing date received

    • Access code to get desired return.

  2. Screen 2 (Form or Schedules) displays a summary of the primary form and all associated forms or schedules. It also displays the following:

    • Fiscal or calendar month

    • Filing date received

    • Current status

    • Access code to display form or schedule

  3. Screen 3 (Form Occurrence Level Summary Screen) displays a summary of multiple occurrences of a form which have been filed with a particular submission. It also displays the following:

    • Fiscal or calendar month

    • Filing date received

    • Current status

    • Access code to display form occurrence desired

  4. View specific forms from the following TRDBV–Form Type Screen:

    • STAT–HIST — Statuses of the return as it was processed through the submission pipeline (receipt to posting) and the identifiers of the data within the status system (ELF, ERS, GUF, GMF, Posting), such as DCNs, DLNs, and transaction codes the return acquires on the way.

    • EIN–VALDN — Data obtained from the NAP during EIN validation. (The earliest and most current values are displayed side by side.)

    • SSN–VALDN — Data obtained from the NAP, DM-1 and duplicate TIN files during SSN validation. (The earliest and most current values are displayed side by side.)

    • UNALLOWBS — Unallowable codes and amounts generated during ELF code and edit processing and ERS and computer generated from the GMF transaction. Values are displayed based on the latest to the earliest status.

    • UNPRCSSBL — ELF invalid statement data that cannot be reformatted into data to be included in the form or schedule displays.

    • CODES — Processing codes generated by ELF code and edit processing. ERS corrections and action codes, GUF resolutions and computer-generated codes within the GMF transaction and Master File. Includes, but is not limited to, ELF reject codes, notice codes, unpostable codes and unpostable reason codes and Master File resequence codes. Values are displayed based on the latest to the earliest status.

    • CHANG–HIST — History of changes to the form and schedule data. Provides status, status date, form type, line reference, data names, and values.

    • WORK–HIST — IRS employees assigned to work issues regarding the return.

  5. Use Access Code ZZ to return to the first screen presented to user.

  6. Use CC TRDBV to view the history section of the Tax Return Data Base (TRDB). From the history section, you will be able to determine if an IRS e-file return is:

    • Accepted or rejected by IRS e-file

    • Rejected to Error Resolution System (ERS)

    • Posted to good tape — Generalized Mainline Framework (GMF)

    • Resequenced

    Note:

    E-filed balance due returns do not post until a full payment is received or cycle xxxx20, whichever is first. See IRM 21.2.1.23"Systems" for additional information for TRDB and MeF/TRDB.

  7. Do not send screen prints of TRDBV to taxpayers because it contains sensitive data.

  8. Requests for graphic prints for "special situations" is available by using the Command Code TRPRT and the Document Locator Number (DLN). For information on special situations see IRM 21.2.5Service Center Miscellaneous Forms.

  9. Use Access Code "YQ" to request an overnight batch print (transcript style) of a form(s) from the Detail Selection Screen.

  10. Use Access Code "YP" to request an overnight batch print (transcript style) of the tax return from the Submission Level Selection Screen.

21.2.2.4.4.6  (10-01-2007)
TRDB CC TRPRT (Tax Return Print) Input

  1. Input CC TRPRT using the DLN of the requested print. (DLNs are available on CC TRDBV STAT–HIST SCREEN: overlay for print requests.)

  2. If the input is correct and the return is on file, a " REQUEST COMPLETED" will display. A screen display of the return will not be shown.

  3. If the return is unavailable, several messages will display:

    • SYSTEM NOT AVAILABLE, TRY AGAIN LATER — TRDB is not available for on-line TRPRT. Report this error to the user support area.

    • ERROR ACCESSING VSAM FILES, TRY AGAIN LATER — TRPRT VSAM file is not available for print request. Report this error message to your user support area.

    • INVALID COMMAND — Check the format of the request and the 14–digit numeric DLN and re-input.

    • AN UNEXPECTED ERROR HAS OCCURRED, THIS MAY BE A RESULT OF AN INVALID REQUEST — Check the input format entered, if in error, retype and try again. (This message may also appear when an unanticipated system error occurs. In this event, an error code and message should also appear on the screen. Report the error code to the user support area.)

      Note:

      The cursor will return to the DLN input position for multiple graphic prints requests. Use the Tab key to move cursor to the beginning of the CC input.

  4. Refer to the IRM 2.3.73 and Command Code Job Aid http://serp.enterprise.irs.gov/databases/irm-sup.dr/job_aid.dr/command-code.dr/trdbv_sub.htm for additional information on TRDBV.

21.2.2.4.4.7  (10-01-2006)
TRDB Transcript Batch Print Information

  1. Transcript Batch Prints are currently available on CC TRDBV for tax year 1998 and subsequent. The TRDB Batch Transcript Print was created to include the option of printing specific forms, schedules, or the entire Submission Form (Return). Batch Transcript requests are for in-house for research purposes only, such as Compliance/Collection issues, and Audit-related work, etc. Batch Transcript Prints will replace the GEL Print.

  2. Screen Prints and Transcript Batch Prints requested from TRDB cannot be sent to taxpayers because of sensitive data.

    Note:

    Use CC RTFTP or standard procedures for requesting Transcripts prints for returns 1997 and prior.

  3. Use the following two alpha characters to request transcript prints via TRDBV:

    • YQ — Batch Print Request–Forms

    • YP — Batch Print Request–Submission (Return)

    Note:

    TRDBV is targeted to become the single source data base for both electronically filed and paper individual and business tax return data. TRDB has gradually assumed responsibility for RTF (Return Transaction File) and Command Code RTVUE over the course of several years. TRDB and Return Transaction File (RTF) consolidation is scheduled for the future. Command code changes that will affect users will be announced.

21.2.2.4.4.8  (10-01-2006)
TRERS Command Code (CC)General

  1. TRERS is an extension of Command Code TRDBV developed specifically for ERS processing. TRERS functions exactly as TRDBV with the added ability to be executed with no parameters after a GTREC command has been executed from a separate IDRS session. TRERS will retrieve the return from TRDB based on the DLN associated with the GTREC command. The input screen for Command Code TRERS with no parameters is displayed in Exhibit IRM 2.3.73–15 TRERS may also be used with any or all of the same parameters as Command Code TRDBV. The input screen for Command Code TRERS using parameters is displayed in Exhibit IRM 2.3.73–16 . TRERS returns with the command code changed to TRDPG. The returned screen and all subsequent paging is described in more detail in Command Code TRDBV.

    Note:

    Command Code TRERS entered with a DLN or TIN may be used to access any return on TRDB. TRERS does not limit access to those returns in the ERS inventory. See IRM 2.3.73 for additional information on TRDBV, TRPRT and TRERS screen displays and terminal responses

21.2.2.4.4.9  (10-01-2003)
Large Complex Corporate Account Indicators

  1. As a result of normal growth and mergers, many corporations have become so complex (acquiring plants, divisions and subsidiaries) that they have the potential to create complex processing and adjustment situations such as:

    • Automated offset problems

    • Complicated research or adjustment problems

  2. A large corporation indicator (LCI) appears on IDRS, MasterFile transcripts, and BMFOL as "Large-Corp-CD>##" or "CEP>01 " . The number symbols represent the campus jurisdiction code.

  3. Only refer an LCI inquiry to the Large Corp Unit or locally designated functional coordinator in the applicable campus when an adjustment is required on a Large Complex account. Do not make an adjustment on an account with an "LCI" indicator, unless the Large Corp unit agrees with the changes. See IRM 21.7.1.4.10.5" Form 5704 - Special Case History Sheet" for additional information.

21.2.2.4.4.10  (04-02-2008)
IDRS/CFOL Not Available

  1. If IDRS and CFOL Command Codes are not available to answer taxpayer inquiries, refer to IRM 21.3.5.4.1, "When to Prepare a Referral."

21.2.2.4.4.11  (10-01-2000)
IDRS/CFOL Idle Time

  1. If work assignments cannot be performed because IDRS/CFOL systems are down, and training sessions have not been scheduled, request " fill-in" work (i.e., paper work, returning telephone calls) from your manager.

  2. When IDRS/CFOL is available, complete any fill-in work you have or ask the manager to reassign the fill-in work (if appropriate) so you may resume your regular work.

21.2.2.4.4.12  (10-01-2006)
Automated Collection System (ACS), Automated Underreporter (AUR), Desktop Integration (DI) Idle Time

  1. If work assignments cannot be performed because the Automated Collection System (ACS), Automated Underreporter (AUR), or Desktop Integration (DI) etc., is down, and training sessions have not been scheduled, request " fill-in" work (e.g., IDRS/CFOL work, paperwork, returning telephone calls) from your manager.

  2. When the systems are available, complete any "fill-in " work you may have, or ask the manager to reassign the " fill-in" work (if appropriate) so you may resume your regular work.

21.2.2.4.4.13  (06-06-2008)
Accessory Management Tools

  1. Accessory Management Tools allow you to access IDRS information in different ways. These tools Jeeda and SWFT (Standard Work Flow Tools) and others will assist employees with initial IDRS research. The screens access numerous IDRS Command Codes multiple times to improve quality by simplifying and standardizing the research path and consolidating the IDRS Command Code responses into one screen.

  2. The tools populate the screens, displaying the information on one screen to address 85% of the types of calls received.

  3. Jeeda — For additional information refer to SERP, Learning Tab 22129–102 (Jeeda Paper Research Screens & Tools for AM IMF), 22130 (Jeeda Phone & Research Screens and Tools for AM IMF ), and Jeeda Training Documents. Please refer to Serp Link for Jeeda and SWFT Training Information http://serp.enterprise.irs.gov/databases/learning.dr/jeeda_swft.dr/jeeda_swft_toc.htm

    Note:

    Jeeda is available at all Accounts Management sites.

  4. The Jeeda Toolbar displays the following screens listed below (not all inclusive, there are additional research tools):

    • Disclosure Screen

    • Re