To set up Master Data for Call Management

The call handling process uses data defined in Call Management data setup throughout the life cycle of the call. Call Management master data enables you to define the fixed data, such as response times, call groups, priority time scales, invoicing intervals, and specific call parameters.

To set up master data

To set up Call Management Master Data, take the following steps:

  1. Define the call parameters.

    In the Call Parameters (tsclm0100m000) session, you can set parameters to do the following:

    • Delete the transaction log after accepting a call.
    • Match service order numbers. When you generate a service order for a call, the service order number matches the call number from which the service order is generated.
    • Match maintenance sales order numbers. If you generate a maintenance sales order for a call, the maintenance order number matches the call number from which the order number is generated.
    • Define the invoice intervals and coverage types.
    • Define response time for all calls in the Call Management module that are not covered under any contract, or whose sold-to business partner does not have a default response time.
    • Indicate whether the solution start period or the solution finish period must be considered in time calculations at the service-order level. You can also use this setting to calculate the actual time left to solve a call.
    • Use priorities with the call response times to calculate reaction times, solution start times, and solution finish times.
    • Signal and block calls if the credit limit is exceeded, if the credit review is overdue, if the invoice is overdue, of if the business partner is doubtful of invoice-to business partner.
    • Notify the user of the existing calls for the sold-to business partner, Installation group, or serialized item. When you register a new call, LN notifies the user of the calls registered previously for the sold-to business partner, Installation group, or serialized item.
  2. Use the Response Times (tsclm0120m000) session to maintain response times. The Call Management module uses response times in the following way:

    When you register a call, LN allocates a response time to the call by the following search criteria:

    • If the Installation group or item defined for the call is covered by a service contract, the call's response time is the response time defined for the service contract.
    • If no service contract is defined for the call, or if no response time is defined for the service contract, LN allocates the response time code defined for the call's sold-to business partner.
    • If no response time code is defined for the call's sold-to business partner, LN allocates the response time code defined in the Call Parameters (tsclm0100m000) session.
  3. Use the Priority Time Scale (tsclm0124m000) session to specify a range of time periods. LN uses these time periods to determine the initial priority and the actual priority of a call in the Call (tsclm1100m000) session. The priority of a call is determined by the specified time period in which the call's initial time to solution and actual time to solution fall.
  4. Use the Call Groups (tsclm0150m000) session to view and define call groups.
  5. Use the Invoicing Intervals (tsclm0170m000) session to define and maintain invoicing intervals. Time intervals for invoicing are used in Service to determine which proportion, if any, of time that is spent resolving calls is finally invoiced to the business partner.