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Infor LN Service User Guide for Call Management
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About this Guide
Introduction
Call Management Concepts
Call handling concepts
Call Management terms and definitions
Response time
Calculation of actual time left and reaction time
Assign and reassign call
Diagnostic tree construction
Priorities
Call priority
Notification for existing calls
Escalated and deferred calls
Create a physical breakdown from a Bill of Materials
Call Status
Master Data Setup
Call Management master data
To set up Master Data for Call Management
Call Management Procedures
Call handling
Basic process flow for calls
Register call
Transfer call
To transfer a call to a service order
Solve the call
Call invoicing
Time intervals for invoicing
Linking pricing contract on call
Call Diagnostics
Call diagnostics
Solution Control
Statistics- Problems and Solutions
Service Resolution - Probability Analysis
Constructing a diagnostic tree
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