Call Overview (tsclm1509m000)

	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. Related topics Call diagnostics Call handling Linking pricing contract on call 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 Business Partner 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. Related topics Calculation actual time left and reaction time Call Management master data 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 Call priority 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. Related topics Sold-to BPPriority ItemPriority Priority 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. Related topics ItemPriority Problem Priority Priority 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. Related topics Sold-to BPPriority Problem Priority Priority 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. Related topics Sold-to BPPriority ItemPriority Problem Priority 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 Quote 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.