Assign Calls (tsclm1513m000)
Use this session to assign calls to a support department and a related support engineer.
Use the commands on the appropriate menu or the buttons on the toolbar to:
- Reassign calls between support departments in the Reassign Calls between Support Departments (tsclm1215m000) session.
- Reassign calls between support engineers in the Reassign Calls between Support Engineers (tsclm1220m000) session.
- Update the time left to solve call.
- View a call's changes in the Call Transaction Log (tsclm8580m000) session.
Field Information
- Call Number
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The code that identifies the call. This code is used for internal reference, and for immediate contact purposes.
- Call Description
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A short description of the call.
- Actual Time Left
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The time left to solve the call.
Note: To update this field, on the appropriate menu, choose . - Reaction Time
- Solution Start Time
- Solution Finish Time
- Support Department
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The support department to which the call will be assigned to be solved.
- Support Engineer
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The support engineer to whom the call will be assigned to be solved.
- Emergency
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If this check box is selected, the call is considered an emergency.
- Waiting
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If this check box is selected, the call has been put on hold by the user, who can be the call-taker, support engineer, or service engineer, to allow more time to solve the call.
- Blocked
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If this check box is selected, the call has been blocked for reasons specified in the Call Parameters (tsclm0100m000) session.
- Actual Priority
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The priority that is given to a call in the Call (tsclm1100m000) session.
The priority is determined by comparing the calculated initial time left to solve a call, with the corresponding solution time defined in the Priority Time Scale (tsclm0124m000) session.
- Problem Priority
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The priority given to the call, based on the nature of the call's problem. The call-taker chooses the priority value from a range of values in the Priorities (tcmcs0170m000) session.
- Sold-to BP Priority
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The priority assigned to a business partner in the Sold-to Business Partner (tccom4110s000) session.
Note: If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Reaction Time Calculation check box is selected, the business partner priority is used to calculate the call's priority factor. - Business Partner
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Name of the Business Partner (customer).
- Item Priority
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The priority assigned to an item based on the installation group the item belongs to. You select the Installation group's priority in the Installation Groups (tsbsc1100m000) session.
Note: If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Reaction Time Calculation check box is selected, the item priority is used to calculate the call's priority factor. - Bad Fix Priority
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The priority assigned to a bad fix.
Note: If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Reaction Time Calculation check box is selected, the bad fix priority is used to calculate the call's priority factor. - Installation Group
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The installation group that the item, for which the call is raised, belongs to.
- Item
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The code of the item to which the call relates.
- Serial Number
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The serial number of the item to which the call relates.
- Reported Problem
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The reported problem. Selected from the Problems (tsclm3130m000) session.
- Call Group1
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The code that identifies the call group category.
- Call Group2
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The code that identifies the subordinate call group category.
- Warranty
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The warranty agreement covering the call costs.