Assign and reassign call
You can assign calls to a service center or to a support engineer. In the Reassign Calls between Support Engineers (tsclm1220m000) session, you can view the calls that are assigned to service centers and assign these calls to support engineers. Particular call details, such as the configuration and the priorities, appear in this session. All the calls that are assigned to a specific service center, and that are not yet assigned to a support engineer, appear in this session. If both the service center and the support engineer are allocated, the call status changes to Assigned.
Use the Reassign Calls between Support Departments (tsclm1215m000) session to assign a call to a specific service center. You can also specify the support engineer in this session. If the call is assigned to the service center and service engineer, the status of the call changes from Registered to Assigned.
Use the Reassign Calls between Support Engineers (tsclm1220m000) session to assign a call to a specific support engineer. To assist you in this process, the session lists call details such as the configuration, required activity, and priorities. If both the service center and the support engineer are allocated, the call status changes to Assigned.
Reassign Call
If a call cannot be resolved, the call is reassigned. You can reassign the call to another service center or another support engineer. Most organizations choose to reassign the call before sending out a service engineer. This practice saves the organization time, and saves the customer money. You can reassign calls between service centers from the Call (tsclm1100m000) session, or from the Reassign Calls between Support Departments (tsclm1215m000) session, in which you can change calls based on a range of factors.
Use the Reassign Calls between Support Departments (tsclm1215m000) session to reassign a range of calls to another service center. The status of the call before transfer must be Registered, Assigned, or In Process. The resulting status of the call depends on the number of employees at the reassigned service center:
- For calls with only one employee, the status change to Assigned.
- For calls with multiple employees, the status changes to Registered.
Use the Reassign Calls between Support Engineers (tsclm1220m000) session to reassign a range of calls to another support engineer. This engineer can work for another service center. The status of the call before transfer must be Assigned or In Process. After transfer, the call status changes to Assigned.