Register call

The process to register a call includes the following activities:

  • Define a call.
  • Find the best response periods and invoice interval.
  • Determine the priority of the call.
  • Calculate various dates and times.
  • Check the blocking reasons for the, call if any.

Use the Call (tsclm1100m000) session to register new calls and to process call details, which include general data, business partner data, routing data, and diagnosis data.

To register a call, run the Call (tsclm1100m000) session and enter the following details:

  1. Enter the sold-to business partner. If you register a new call, LN notifies you of the calls registered previously for the specific sold-to business partner, Installation group, or serialized item. LN specifies the calls that are completed, in process, or registered by other call takers with the customer. To control the search for existing calls, you can set the Search Based on parameters in the Call Parameters (tsclm0100m000) session.
  2. LN checks for blocking of the sold-to BP on the basis of blocking parameter set in the Call Parameters (tsclm0100m000) session.
  3. Enter the Installation group for which the call is raised.
  4. Enter the item code for which the call is registered.
  5. Enter the serial number of the item for which the call is raised. You can select this serial number from the Serialized Items (tscfg2100m000) session, which includes other details such as the item code and description, Installation group, business partner, and item grouping. You can only select a serialized item of the selected Installation group.
  6. If the call solving costs are covered by a service contract or warranty, LN displays a message to inform you.
  7. In the Description field, enter a brief description of the problem reported by the customer. You can add further details in the Comment field.
  8. In the Reported Problem field, you can enter a problem code. If the symptoms are caused by a known, defined problem, you can select the problem from the Problems (tsclm3130m000) session.
  9. Enter the call group. You can define call groups in the Call Groups (tsclm0150m000) session.
  10. You can select the Emergency check box and/or the Bad Fix check box, as applicable.
  11. Enter the invoice details, such as the invoice-to business partner and the invoice interval. LN fetches the invoice interval defined for the sold-to business partner in the Call Parameters (tsclm0100m000) session or you can select the invoice interval in the Invoicing Intervals (tsclm0170m000) session.
  12. If the call is transferred to Service Order Control, you must enter the support department and the support engineer details.
  13. Click Save to register the call. LN generates a call number for the registered call and changes the call status to Registered.