Call (tsclm1100m000)

Use this session to register new calls and to maintain call details, including general data, business partner data, routing data, and diagnosis data.

Use the following options to view the related orders within the service package and the related orders originating from the packages such as Purchase, Manufacturing and Warehouse:

  • Related To:
    Starts the Graphical Browser Framework that displays the orders which originate from the current order.
  • Related From:
    Starts the Graphical Browser Framework that displays the orders that originate from the specific order.

Graphical Browser Framework allows you to view Multi level relations of the orders. You can view the details using the following options:

  • View Details:
    Use this option to view the details of the related order.
  • Reverse Tree:
    Use this option to start the Graphical Browser Framework in reverse mode starting from the order you select. For example, if you open Graphical Browser Framework in Related To mode, you can use the reverse option to view the orders in the Related From mode.

 

Register
Caller's Name
The name of the person who reports the problem.
Phone
The contact phone number of the customer.
Sold-to BP
The code of the sold-to business partner for whom you handle the call.

If this field is entered, the call is for an external business partner. Otherwise, the call is for internal purposes.

Blocked
If this check box is selected, the call is blocked.
Note

You select blocking reasons on the Blocking tab in the Call Parameters (tsclm0100m000) session. If you have selected any blocking reasons, LN performs blocking checks on a call each time you change the call's status.

Installation Group
The installation group that the call-related item belongs to.
Description
The name of the Installation group.
Item
The item to which the call relates.
Note

The item's general project code is entered in the first field. The item's service code is entered in the second field.

Serial Number
The serial number of the item to which the call relates.

This serial number is selected from the Serialized Items (tscfg2100m000) session, which includes other details such as item code and description, Installation group, business partner, and item grouping.

Note
  • The serialized item must belong to the selected installation group.
  • If the serial number is selected by zooming to the Serialized Items (tscfg2100m000) session, only items from the selected Installation group will be displayed.
Warranty
If this check box is selected, this indicates that the call-solving costs are covered by warranty.
Alternate Serial Number
The business partner's serial number.
Description
A short description of the call's problem.
Comment
A detailed problem description.
Address
The address code of the item to which the call relates.

Depending on the information entered, and in order of preference, the address code is taken from:

  • Serialized Item
  • Parent Item
  • Installation Group
  • Ship-to Business Partner
  • Sold-to Business Partner
Address
Address details retrieved from the Addresses (tccom4130s000) session.
Reported Problem
The reported problem. Selected from the Problems (tsclm3130m000) session.
Call Group1
A category used to group calls for selection purposes.
Call Group2
A second code given to the calls for further categorization purposes not covered by Call Group1.
Problem Priority
The priority given to the reported problem, selected by the call taker from a list of values in the Priorities (tcmcs0170m000) session.

If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Calculating Times check box is selected, the problem priority is used to calculate the call's priority factor.

Related topics

Reaction Time
The time by which the call center must react to a customer's call.
Latest Sol. Start Time
The time by which the support engineer must start solving the call.
Latest Sol. Finish Time
The time by which the support engineer must finish solving the call.
Solution Times Cal.
The calendar, retrieved from the Response Times (tsclm0120m000) session, that is used to calculate the solution start time and the solution finish time.
Warranty Expiry Date
The date that the warranty agreement, if any, between the customer and the service organization expires.
Call
The code that identifies the call. This code is used for internal reference, and for immediate contact purposes.
Emergency
If this check box is selected, the call is considered an emergency.
Bad Fix
If this check box is selected, the call is considered a bad fix.
Note
  • LN will select this check box if both of the following conditions apply:

    • The call relates to a serialized item.
    • The call is received within the time fence specified in the Call Parameters (tsclm0100m000) session.
  • If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Calculating Times check box is selected, the bad fix priority is used to calculate the call's priority factor.
Status
Comment
Comment History
Use the arrow buttons to view any previous comments for this call.
BP Details
BP Call Number
The reference number of the business partner's call. Used for emergency contact purposes.
Origin
The medium through which the call is received from the business partner.
Number of Enclosures
The number of enclosures relating to the call.
Location Contact
A unique alphanumeric code that identifies a contact.
Note

If the contact code selected for this field is not that of a sold-to BP, the Contact for %1$s must have the role Sold-to. error message appears.

Tel.
The phone number of the business partner.
Country
The country where the business partner is located.
Language
The code of the business partner's operating language.

You can select this language in the Languages (tcmcs0146m000) session.

Description
The business partner's operating language.
Invoice-to BP
The business partner who is invoiced for the call's costs.
Invoice-to BP
The name of the invoice-to BP.
Address
Address code of the invoice-to business partner.
Note
  • This field is only available if the sold-to BP is filled in.
  • Default value is the address specified in the invoice-to BP's general business partner details.
Invoice-to Contact
The code of the invoice-to BP contact.
Phone
Phone number of the invoice-to BP contact.
Invoice Interval
The code of the invoice interval used.

Invoice intervals are created, viewed, and maintained in the Invoicing Intervals (tsclm0170m000) session.

Invoice Interval
The description of the selected invoice interval.
Currency
The currency in which the invoice-to business partner operates.
Invoice Text
If this check box is selected, invoice text is present.
Invoice Created
If this check box is selected, an invoice has been created.
Pay-by BP
The code of the business partner who pays for solving the call.
Pay-by BP
The name of the business partner who pays for solving the call.
Address
Address code of the pay-by business partner.
Pay-by Contact
The code of the pay-by BP contact.
Phone
Phone number of the pay-by BP contact.
Project Pegging
Project
The project to which the cost is pegged.
Note

The Project Cost Account to which cost is pegged is a combination of Project, Element and Activity.

For more information, refer to

Description
The description or name of the code.
Element
The element that is linked to the project.
Note

The Project Cost Account to which cost is pegged is a combination of Project, Element and Activity.

The description or name of the code.
Activity
The activity that is linked to the project.
Note

The Project Cost Account to which cost is pegged is a combination of Project, Element and Activity.

The description or name of the code.
Routing
Call Center
The call center where the call was registered.
Call Taker
The user who registers the call.
Reported Time
The date and time when a call was received and registered.
Parent Call
If the call has been derived from a previous (parent) call, that call's code will be displayed here.

Because only one problem can be logged for each call, if a business partner calls with more than one problem, a corresponding number of calls must be created. To create such calls, choose Create Follow-up Call... on the appropriate menu, or use CTRL + F1.

Follow-up Call
If the customer has made a follow-up (child) call, the call's code will be displayed here.

Follow-up calls are usually created when a customer reports more than one problem at the same time, because only one problem can be logged for each registered call.

Note

If a call already has one or more follow-up calls, the code of any new follow-up call will be filled in on the last call in the chain of follow-ups.

Support Department
The support department to which the call has been assigned by the call center.
Support Engineer
The support engineer to whom the call has been assigned.

If the support engineer is unable to solve the call, you can reassign the call to a different support center.

Depot Repair
Search Item
The code of the covered item.

Use the field to check if you can provide coverage(either from a Warranty or from a Contract) to the item that is delivered or loaned to the customer

Note

The Contract/Warranty is picked up based on the Covered Item/Serial.

Search Item Serial Number
The serial number of the covered item.
Related Order
The maintenance sales order number created if the call is transferred to Maintenance Sales Control.

If a call cannot be solved by the support engineer and the related item must be shipped to the depot for maintenance work, the call is transferred to a maintenance sales order.

Service/Repair Department
The service department assigned by the support center to carry out the activity required to solve the call.
Note

If a call is moved to Service Order Control, the order is created with this department.

Master Routing
The master routing code used for the call. If a service order is generated for this call, the reference activities linked to the default routing option defined for this master routing are generated.
Note

The master routing is used in the call if the Use Master Routing check box is selected in Call Parameters (tsclm0100m000) session.

Service Engineer
The code of the service engineer to whom the service order has been assigned.
Related Order
The service order number created if the call is transferred to Service Order Control.
Note

The time spent solving the call will be invoiced.

Service Order Quotation
The service order quotation number which is linked to the call. To create a service order quotation, click Create Quotation.
Related Field Change Order
The field change order (FCO) that is linked to the call. If a FCO is present for a item, LN prompts the user to link the FCO to the call and opens the Field Change Orders (tssoc5100m000) session to allow the user to select the FCO.
Related Field Change Order Line
The field change order lines. If the field change order line is linked to a call, you can transfer the FCO line to a service order. The FCO line is updated with the service order details when you transfer the call to a service order. You can resolve the call only if you transfer the call to field service order.
Subcontractor Agreement
The agreement between the service organization and the subcontractor.
Description
The name of the subcontractor agreement.
Buy-from BP
The business partner from whom you order goods or services; this usually represents a supplier's sales department. The definition includes the default price and discount agreements, purchase-order defaults, delivery terms, and the related ship-from and invoice-from business partner.

This field is filled in automatically from the subcontractor agreement, if the item that the call relates to is covered by such an agreement. This occurs if the Item field on the Register tab is filled in with a serialized item or model item, covered by a subcontractor agreement.

Name
The name of the business partner.
Address

This field is filled in automatically if the call-related item is covered by a subcontractor agreement.

Ship-from BP
The business partner that ships the ordered goods to your organization. This usually represents a supplier's distribution center or warehouse. The definition includes the default warehouse at which you want to receive the goods and if you want to inspect the goods, the carrier that takes care of the transport, and the related buy-from business partner.

This field is usually filled in if a subcontract provider (buy-from BP) has several branches, and if the branch that carries out the service is the ship-from BP. This enables the ship-from BP nearest to the item's location address to be selected to provide the service.

You can only change the ship-from BP if a buy-from BP is present, and if only ship-from BPs related to the buy-from BP are displayed.

Diagnosis
Response Time
The response time code.

LN uses the following search path to determine the default value:

  • If a service contract covers the call's Installation group or item, the response time defined for the service contract in the Contract Help Desk Terms (tsctm1135s300) session is the default.
  • The response time defined for the call's sold-to business partner in the Business Partners (tccom4100s000) session, however, if no response time is defined in this session:
  • The response time selected in the Call Parameters (tsclm0100m000) session.

Related topics

Response Time
The name or description of the response time.
Initial Priority
The priority given to the call when first registered, based on the initial time left to solve the call, and selected from the range of values in the Priority Time Scale (tsclm0124m000) session.

LN bases the initial priority on the initial time left. The initial time left is the product of the priority factor and the solution start time or the solution finish time. The Priority Definition method selected in the Call Parameters (tsclm0100m000) session determines whether the solution start time or the solution finish time is used to determine the initial time left.

Actual Priority
The current priority of the call, determined by the actual time left and the values defined in the Priority Time Scale (tsclm0124m000) session.

Note

actual time left = (initial time) - (time passed)
				
Description
A short description of the call's problem.
Latest Comment
Any extra information describing the problem.
Solution Text
Any extra information gathered to provide the actual solution, compared to the expected solution.
Reported Problem
The reported problem. Selected from the Problems (tsclm3130m000) session.
Expected Problem
The problem as assessed and classified by the support engineer.
Expected Solution
The solution to the expected problem as determined by the support engineer.
Required Activity
The required activity selected from the Reference Activities (tsacm1101m000) session.
Duration
The planned duration for solving the registered problem.
  • The duration of the activity that is entered in the Required Activity field.
  • The duration of the solution that is entered in the Expected Solution field.
Duration
The time unit in which the solution duration is expressed. The time unit for duration is defined in the General Service Parameters (tsmdm0100m000) session.
Actual Problem
The real problem as determined by the service/support engineer.
Actual Solution
The definitive solution as determined by the service/support engineer, which solved the actual problem.
Activity Taken
The activity that is carried out to solve the problem.
Spent Time
The total amount of time the support engineer spent solving the call. This value, subject to constraints of the invoice interval, is used to invoice the business partner.
Down Time
The actual downtime registered by the support engineer.
Appointment
If this check box is selected, the call-taker or support engineer has an appointment with the customer.

To set an appointment, click the appropriate button on the toolbar, or choose Appointment option on the appropriate menu.

Execution Start
The date and time of the execution of the call.
Execution Finish
The date and time when the call is executed.
Assessment Time
The time when the call was assigned to the support engineer.
Solution Time
The time when the call status was changed to Solved.
Accepted Time
The time when the call status was changed to Accepted.
Waiting
If this check box is selected, the call has been put on hold by the user, who can be the call-taker, support engineer, or service engineer, to allow more time to solve the call.
Reason
The reason why the call has been put on hold.
Note

If the Waiting check box is cleared, the text in this field is also cleared.

Item Picture
The picture of the standard item, defaulted from the Item - General (tcibd0101s000) session.
Serialized Item Picture
The serialized item picture, defaulted from the Serialized Items (tscfg2100m000) session.
Defective Item Picture
The picture of the defective item. You can add the defective item picture sent by the customer.
Pricing Contract
The pricing contract linked to the call.
Note

This is a display field.

This field is visible only if the Use Prices in Service Contracts check box is selected in the Contract Management Parameters (tsctm0100m000) sessions.

Pricing Contract Line
The contract configuration line linked to the call for which contract price is defined.
Pricing Contract Change
The contract change number linked to the call.
Coverage Time
The coverage time of the call for which a pricing contract, a coverage contract, or a warranty is defined.
Contract Ignored
If this check box is selected/cleared, the following are the possible scenarios:
  • If this check box is selected, and Pricing Contract, Pricing Contract Change Number and the Pricing Contract Line fields are specified, a valid service contract is linked and the sales price of the service contract is overruled. LN allows you to modify the sales price defined for the call invoice line.
  • If this check box is selected, and Pricing Contract, Pricing Contract Change Number and the Pricing Contract Line fields are not specified, a service contract is not linked to the call.
  • If this check box is cleared, and Pricing Contract, Pricing Contract Change Number and the Pricing Contract Line fields are specified, a valid service contract exists and pricing terms data is used.
  • If this check box is cleared, and Pricing Contract, Pricing Contract Change Number and the Pricing Contract Line fields are not specified, a valid service contract does not exist.
Note

This is a display field.

This field is visible only if the Use Prices in Service Contracts check box is selected in the Contract Management Parameters (tsctm0100m000) sessions.

Coverage Contract
If this check box is selected, a valid coverage contract is linked to the call.
Coverage Contract
The code of the coverage contract that is linked to the call.

 

Generate
Generates a new serial number.
New BP
Starts the Business Partners (tccom4500m000) session, in which you can view and maintain business partner details. To add new business partners, on the File menu, choose New, or click the New button.
BP Times
Click this button to start the Times in business partner Time Zone (tsclm1111m000) session.
Sold to Business Partner
Starts the Sold-to Business Partners (tccom4110s000) session, which can be used to change or maintain the details of the sold-to business partners.
Go To
Use this command to view a follow-up call and a parent call.
Follow-up Call
Use this command to view a follow-up call.
Parent Call
Use this command to view the parent call associated with the call. This option is enabled only if a parent call is associated with the call.
Blocking Reason
Use this command to include a blocking reason to the call. This command starts the Blocking Reasons (tsmdm1101m000) session.
Generate FCO Line
Transfer to Service Order
Use this command to transfer a call to service order.
Plan Service Order
Use this command to plan a service order.
Transfer to Maint. Sales Order
Use this command to transfer a call into a maintenance sales order.
Transfer Call to Subcontractor
Use this command to transfer the call to a subcontractor.
Resend Call to Subcontractor
Use this command to resend the call to the subcontractor.
Start/Stop Timer
Use this function to record the time spent in solving a call.
Appointment
Starts the Appointments (tsmdm0123m000) session.
Diagnostic Tree
Opens the graphic version of the Diagnostic Tree (tsclm3120m000) session, with your selected item's start question as the beginning point.
Process
Use this command to process a call.
Accept
Use this command to accept the call.
(Create) Invoice
Use this command to create an invoice for the call.
Transaction Log
Starts the Call Transaction Log (tsclm8580m000) session.
Probability Analysis
Starts the Probability Analysis - Problems and Solutions (tsclm3161m000) session.
Service Order Quotation
Starts the Service Order Quotations (tssoc1100m000) session. Use this session to view the originating service order quotation details.
Calls - History
Starts the Calls - History session.
Related Orders From
Starts the Graphical Browser Framework that displays the orders from which the current order originates from.
Related Orders To
Starts the Graphical Browser Framework that displays the orders which originate from the current order.
Link / Unlink Contract
Allows the user to link or unlink the service contract with the pricing terms defined.
  • This option is enabled only if the pricing contract is defined for the service contract.
  • This option is visible only if the Use Prices in Service Contracts check box is selected in the Contract Management Parameters (tsctm0100m000) session.