Solve the call

To solve the call, you can provide the actual problem identified, the actual solution determined, and actual activity required. Based on the time spent to solve the call, and based on whether the company invoices the customer, the total costs and sales incurred on the call is determined.

The process to solve a call consists of the following steps:

  1. Register the call in the Call (tsclm1100m000) session. The call-taker tries to identify the problem and the required solution through questions and answers from the customer. You can use the Diagnostic Tree (tsclm3120m000) session to construct, maintain, and use diagnostic trees to solve calls.
  2. Solve the call. If the call is solved through help desk, the support engineer can set the call status to Solved. In the Call (tsclm1100m000) session, on the Specific menu, click Solve to solve a call.
  3. If the support engineer is unable to solve the call, you can reassign the call to another support engineer or support department. To reassign multiple calls, use the Reassign Calls between Support Departments (tsclm1215m000) session and the Reassign Calls between Support Engineers (tsclm1220m000) session.
  4. Record the time spent on the call. To record the time spent, you can either set the timer or enter the time manually. If the support engineer keeps the call in waiting, LN updates the used time. When the support engineer solves the call and stops the timer, the spent time is updated.
  5. LN updates the Call History (tsclm8520m000) session.

If the customer accepts the solution the support engineer provides, you must change the call status from Solved to Accepted.