Call Overview (tsclm1509m000)

Use this session to:

  • Register new calls.
  • Maintain and display existing calls, including summarized general, diagnosis, priority, and routing data.

The related details session is the Call (tsclm1100m000).

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.

 

Call Number
The code that identifies the call. This code is used for internal reference, and for immediate contact purposes.
Status
The status of the call.

Allowed values

Call Status

Reported Time
The date and time when a call was received and registered.
Sold-to BP
The sold-to business partner that made the call.
Note

If this field is filled in, the call is for an external customer. Otherwise, the call is handled for an internal customer.

Sold-to BP
The name of the sold-to business partner (customer) for whom the call is being handled. If this field is filled in then the call is for an external business partner, otherwise it is for internal purposes.
Installation group
The installation group that the item for which the call is raised belongs to.
Item
The code of the item to which the call relates.
Serial Number
The serial number of the item to which the call relates.
CallGroup1
The code that identifies the call group category.
Call Group1
The name or description of the call group category.
CallGroup2
The code that identifies the subordinate call group category.
Reported Problem
The reported problem. Selected from the Problems (tsclm3130m000) session.
Expected Problem
The problem as assessed and classified by the support engineer.
ExpectedSolution
The solution to the expected problem as determined by the support engineer.
ActualProblem
The real problem as determined by the service/support engineer.
ActualSolution
The definitive solution as determined by the service/support engineer, which solved the actual problem.
Actual Time Left
The time left to solve the call.
Note

To update this field, on the appropriate menu, choose Update Actual Time Left.

Reaction Time
The time by which the call center must react to a customer's call.
Latest Solution Start Time
The time by which the support engineer must start solving the call.
Latest Solution Finish Time
The time by which the support engineer must finish solving the call.
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.
Blocked
If this check box is selected, the call has been blocked for reasons specified in the Call Parameters (tsclm0100m000) session.
Emergency
If this check box is selected, the call is considered an emergency.
Actual Priority
The priority that is given to a call in the Call (tsclm1100m000) session.

The priority is determined by comparing the calculated initial time left to solve a call, with the corresponding solution time defined in the Priority Time Scale (tsclm0124m000) session.

Related topics

Problem Priority
The priority given to the call, based on the nature of the call's problem. The call-taker chooses the priority value from a range of values in the Priorities (tcmcs0170m000) session.
Sold-to BPPriority
The priority assigned to a business partner in the Sold-to Business Partner (tccom4110s000) session.
Note

If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Reaction Time Calculation check box is selected, the business partner priority is used to calculate the call's priority factor.

ItemPriority
The priority assigned to an item based on the installation group the item belongs to. You select the Installation group's priority in the Installation Groups (tsbsc1100m000) session.
Note

If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Reaction Time Calculation check box is selected, the item priority is used to calculate the call's priority factor.

Bad FixPriority
The priority assigned to a bad fix.
Note

If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Reaction Time Calculation check box is selected, the bad fix priority is used to calculate the call's priority factor.

Support Department
The code of the support department assigned to solve the call.
Support Department
The name of the service department assigned to solve the call.
Service Order Quotation
The service order quotation number which is linked to the call. To create a service order quotation, click Create Quotation in the Call (tsclm1100m000) session.
Support Engineer
The code of the support engineer to whom the call has been assigned.
Support Engineer
The name of the support engineer to whom the call has been assigned by the call-taker.
Related Service Order
The number of the service order if the call is transferred to Service Order Control.
Service Department
The code of the service department assigned to solve the call.
Maintenance Sales Order
The number of the maintenance sales order if the call is transferred to Maintenance Sales Control.
Subcontractor
The business partner with whom an agreement is signed to provide the subcontracting service, also known as the buy-from business partner.
Coverage Contract
If this check box is selected, a valid coverage contract is linked to the call.
Note

This is a display field.

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

 

Update Actual Time Left
Use this command to Update the actual time left to complete the execution of a call.
Go To
Use this command to view the Parent or Follow-up call.
Follow-up Call
Use this command to view the follow-up call associate with the call.
Parent Call
Use this command to view the parent call associate with the call.
Create Follow-up Call
Use this command to create a Follow up call.
Escalated Calls
Use this command to view the escalated calls.
Deferred Emergency Calls
Use this command to view the deferred emergency calls.
Open Calls
Use this command to select calls.
Blocked Calls
You can use this option to display the calls that are blocked.
Waiting Calls
You can use this option to display the calls that are waiting.
Related Orders To
Starts the Graphical Browser Framework that displays the orders which originate from the current order.
Related Orders From
Starts the Graphical Browser Framework that displays the orders from which the current order originates from.