Call handling

The call handling process consists of the following steps, each of which is described subsequently:

  1. The call taker registers the call. The call status is then changed to Registered by LN.
  2. 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.
  3. The support engineer starts to process the call. The call status is changed to In Process by LN.
  4. The support engineer analyses and solves the problem, and sets the status of the call to Solved.
  5. If the support engineer is unable to solve the problem, the call can be reassigned to another support department or support engineer.
  6. If the customer accepts the provided solution, the call taker or the support engineer sets the call status to Accepted.

  1. 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.

  2. Assign the call

    Use the Assign Calls (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.

  3. 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.

  4. 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.

  5. 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