tsclm domains

Call Group1

You can relate as many subordinate call groups (of category Call Group2)as you want to a call group of this category.

Call Group2

You can subordinately relate a call group of this category to one call group of category Call Group1.

Example

A company that manufactures electrical goods uses the following structure to categorize the calls the company receives:

Call Group1 Call Group2
Household items

Default: Toasters

Default: Curling tongs

Default: Hair dryers

Gardening items

Default: Hedge trimmers

Default: Lawn mowers

Carpentry items

Default: Jigsaws

Default: Belt sanders

Default: Circular saws

Response Periods

All response time details including solution periods and reaction periods, are selected in the response time unit.

Business Days

The solution start period and solution finish period are selected in business days. The reaction period is still selected in the response time unit.

Example:

Calendar: 8 am to 5 pm Monday to Friday

Solution start: 1

Solution finish: 3

If a problem is reported at 2 pm Monday then:

Monday = business day 0

Solution start will be 5 pm Tuesday (= end of business day 1)

Solution finish will be 5 pm Thursday (= end of business day 3)

Sold-to Business Partner

LN checks if there are any existing calls for the sold-to business partner specified for the call.

Installation Group

LN checks if there are any existing calls for the installation group specified for the call.

Serialized Item

LN checks if there are any existing calls for the serialized item specified for the call.

None

LN does not search for existing calls.

Registered

The call is registered and can be handled further. This status is the initial status of the call.

Assigned

The call is assigned to a support department or support engineer.

In Process

The call is handed over to a support engineer, who then starts to work on a solution.

Transferred

The call has been transferred to Service Order Control or Maintenance Sales Control . In either case, the number of the order created for the call appears on the Routing tab of the Call Overview (tsclm1509m000) session.

Solved

A solution has been found and the problem is solved.

Accepted

The solution given has been accepted by the business partner.