| Call handlingThe call handling process consists of the following steps,
each of which is described subsequently: - The call taker registers the call. The call status is then
changed to Registered by LN.
- The call taker assigns the call to a support engineer, if the
call taker and the support engineer are not the same person. The call status is
changed to Assigned by LN.
- The support engineer starts to process the call. The call
status is changed to In Process by LN.
- The support engineer analyses and solves the problem, and sets
the status of the call to Solved.
- If the support engineer is unable to solve the problem, the
call can be reassigned to another support department or support engineer.
- If the customer accepts the provided solution and the call
taker or the support engineer sets the call status to Accepted.
Register the call Enter the details of the customer, item, and the problem in
the Call (tsclm1100m000) session. If any of the blocking reasons selected in the Call Parameters (tsclm0100m000) session apply to the customer, a message is displayed.
If registration of the call is blocked, the call taker must inform the customer
of the blocking reason so that the customer can resolve the blocking
reason. After you register the call details, the call status is set
to Registered by LN. If you also act as the support engineer, process the call as
described in Step 5. Assign the call Use the Calls to be Assigned (tsclm1513m000) session to assign the call. Based on the
priority of the call, assign the calls to a support engineer to solve or to a
service engineer if the call is an emergency call. Transfer the call to the
field service engineer if the problem must be addressed in the
field. If you allocate both the service center and the support
engineer, the call status is set to Assigned by LN. Process the call Set the call status to In Process when you start to investigate the call. Before you attempt to
solve the call, you can set the timer to On. Solve the call After you solve the problem, the call status is set to Solved by LN. A value is
specified in the Actual Problem and Actual Solution fields of the Call (tsclm1100m000) session before the call status is set to Solved by LN. Deliver the solution Set the call status to Accepted if the customer is satisfied with the solution
the call center provides.
If the support engineer cannot solve the call, or if the call
center cannot handle the type of call, you can reassign the call or transfer
the call to a different department. To reassign the call If the support engineer cannot solve the call, you can reassign
the call to a different support department or a different support engineer. To reassign calls, use one of the following
sessions: - Reassign Calls between Support Departments (tsclm1215m000)
- Reassign Calls between Support Engineers (tsclm1220m000)
To transfer the call to Service Order Control - If a field service activity is required, you can transfer the
call to Service Order Control, or immediately plan the work in Service Order Control if
the visit is urgent.
- To transfer a call to Service Order Control, in
the Call (tsclm1100m000) session, on the Transfer to Service Order menu, click Transfer to Service Order. LN changes the call
status from In Process to Transferred.
To transfer a call to subcontractor - If the item is covered by a subcontract agreement, LN displays the
subcontract agreement information when you register the call.
- Depending on the status specified in the subcontract agreement,
you can decide to transfer the call to the subcontractor.
- To transfer a call to a subcontractor, in the Call (tsclm1100m000) session, on the Transfer to Service Order menu, click Subcontractor.
To transfer a call to Maintenance Sales Order
Control In some situations, you can transfer the call to Maintenance
Sales Order Control. A maintenance sales order is required in some of the
following situations: - The customer needs some spare parts and calls the call center
with this request.
- The customer has a problem with the items and wants to send the
items to the depot for repair. The customer requires a replacement item or loan
item to use and return after receiving the repaired original item.
To transfer a call to Maintenance Sales Control, in the Call (tsclm1100m000) session, on the Transfer to Service Order menu, click Transfer to Maintenance Sales Order. To create the maintenance sales orders, use any of the
following options: - Part Maintenance
- Part Delivery
- Part Receipt
- Part Loan
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