tsclm domains

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

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

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

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

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)

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

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

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

LN does not search for existing calls.

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

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

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

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.

A solution has been found and the problem is solved.

The solution given has been accepted by the business partner.