Call Status
The call status helps you to keep track of a call and to determine the next action. The sequence of the call status is strictly regulated. The call status is checked before a step is carried out. After you perform particular steps, the status is updated automatically.
If, for example, you add a new a call, the call’s status will be Registered. The status changes as follow-up activities occur.
LN uses the status to determine the following:
- At what stage of the call handling process a support engineer is working on the problem
- Whether a service engineer is required
- Whether the business partner has accepted the actual solution provided
A call can have the following statuses:
- Registered: The call taker has registered the call.
- Assigned: The call has been assigned to a service engineer.
- In Process: The service engineer has started to solve the call.
- Solved: The service engineer has solved the call.
- Transferred: The call has been transferred from Call Management to Service Order Control.
- Accepted: The customer has accepted the solution provided.