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<ManualTopic ID="/baanerp/ts/onlinemanual/000312" xml:lang="en">
	<Header>
		<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Call invoicing</Title>
		<Keyword><Level1>call invoicing</Level1>
		</Keyword>
		<Keyword><Level1>invoice, calls</Level1>
		</Keyword>
	</Header>
	<GeneralSection><Paragraph>You can invoice the customer by logging financial and invoice transactions in <GUIRef href="/baanerp/ci" role="package">Central Invoicing</GUIRef>.</Paragraph>
		<GeneralSection ID="1"><SectionTitle>Invoicing parameters</SectionTitle>
			<List><ListIntro>Before you invoice a call, you must first set the invoicing parameters in the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session:</ListIntro>
				<ListItem><GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.inyn" role="formfield">Invoice after Call</GUIRef>- Select to enable call invoicing.</ListItem>
				<ListItem><GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.cinv" role="formfield">Time Interval</GUIRef>- When a call is logged, the person who handles the call must determine the invoice interval for the customer. If the sold-to business partner has signed a contract, the invoice interval will be taken from the service contract (helpdesk) terms. If the sold-to business partner did not sign a contract, the invoice interval of the call center, which you define here, is used. The time interval for invoicing is used to check if the time spent on the call is invoiceable or not based on the invoice interval limits. Zoom to the <GUIRef href="/baanerp/ts/clm/tsclm0170m000" role="session">Invoicing Intervals (tsclm0170m000)</GUIRef> session to define a time interval. The main characteristics of the time interval are the lower and upper limits. These are used to determine whether the time spent on a call is invoiced. If the time spent is less than the lower limit, no invoice is created. Otherwise, the actual amount of time spent is invoiced, with the upper limit as maximum.</ListItem>
				<ListItem><GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.ccmp" role="formfield">Cost Component</GUIRef>- The default <Link href="/baanerp/tc/glossary/glossary#CostCompon.tc" role="glossary">cost component</Link> that is used to invoice a call, and which can also be used to influence the level of contract or warranty coverage. Select or define the appropriate cost component by zooming to the <GUIRef href="/baanerp/tc/mcs/tcmcs0148m000" role="session">Cost Components (tcmcs0148m000)</GUIRef> session.</ListItem>
				<ListItem><GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.cctp" role="formfield">Coverage Type</GUIRef>- The value in this field indicates to what extent work is covered under warranty, and what part of the activities can be charged. Select the appropriate coverage type by zooming to the <GUIRef href="/baanerp/ts/mdm/tsmdm0135m000" role="session">Coverage Types (tsmdm0135m000)</GUIRef> session.</ListItem>
				<ListItem><GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.plr1" role="formfield">Path for Labor Rate</GUIRef>- Specify up to three levels for the search path that is used to retrieve the labor rate. Choose from: <List><ListItem><GUIRef href="/baanerp/ts/domains/clm.lrate#cluster" role="enum">Cluster</GUIRef>
						</ListItem>
						<ListItem><GUIRef href="/baanerp/ts/domains/clm.lrate#engineer" role="enum">Support Engineer</GUIRef>
						</ListItem>
						<ListItem><GUIRef href="/baanerp/ts/domains/clm.lrate#activity" role="enum">Activity Taken</GUIRef>
						</ListItem>
						<ListItem><GUIRef href="/baanerp/ts/domains/clm.lrate#item.group" role="enum">Serialized Item Group</GUIRef>
						</ListItem>
						<ListItem><GUIRef href="/baanerp/ts/domains/clm.lrate#department" role="enum">Support Department</GUIRef>
						</ListItem>
					</List>
				</ListItem>
			</List>
		</GeneralSection>
		<GeneralSection><SectionTitle>Other required settings</SectionTitle>
			<List><ListItem>The enterprise unit of the service center in the <GUIRef href="/baanerp/tc/emm/tcemm1124m000" role="session">Departments (tcemm1124m000)</GUIRef> session.</ListItem>
				<ListItem>The financial company details from the enterprise unit in the <GUIRef href="/baanerp/tc/emm/tcemm1170m000" role="session">Companies (tcemm1170m000)</GUIRef> session. If the financial company is not found, take the current logistic company as the financial company.</ListItem>
				<ListItem>The currency system of the company in the <GUIRef href="/baanerp/tc/emm/tcemm1170m000" role="session">Companies (tcemm1170m000)</GUIRef> session.</ListItem>
				<ListItem>The labor cost rate and sales rate of the activity performed to solve the call in the <Link href="/baanerp/ts/onlinemanual/tsspc" role="module">Preventive Maintenance Control (SPC)</Link> module.</ListItem>
				<ListItem>The financial company of the business partner's service department.</ListItem>
				<ListItem>Use the business partner's currency. For example, if the sales rate currency and the currency of the business partner are not equal, you must modify the cost rates and sales amount to the currency of the sold-to business partner.</ListItem>
			</List>
		</GeneralSection>
		<GeneralSection ID="2"><SectionTitle>Processing and invoicing a call</SectionTitle>
			<ProcedureList><ListIntro>Processing and invoicing a call involves the following steps:</ListIntro>
				<ListItem>Log a call and enter the call number and description. Enter or change the sold-to business partner for the call when the call is logged. The sold-to business partner details, including the invoice-to business partner and the ship-to business partner, are maintained in the <GUIRef href="/baanerp/tc/com/tccom4500m000" role="session">Business Partners (tccom4500m000)</GUIRef> session.</ListItem>
				<ListItem>Process the call.</ListItem>
				<ListItem>Solve a call, and enter the established problem, the solution, the activity taken to solve the call, and the time spent on the call. You can create an invoice for a call in the <GUIRef href="/baanerp/ts/clm/tsclm1105s000" role="session">Call Invoicing (tsclm1105s000)</GUIRef> session after the call is solved. However, if the support engineer is not able to solve the call, the call is reassigned to another support engineer, service department, or field engineer. If the call is not solved by the helpdesk, the call is transferred to a service order.</ListItem>
				<ListItem>If your company invoices the business partner, the call is invoiced in the <GUIRef href="/baanerp/ts/clm/tsclm1105s000" role="session">Call Invoicing (tsclm1105s000)</GUIRef> session. If the time spent on the call falls within the time intervals for invoicing, based on the invoice interval limits, SSA ERP calculates the total costs and sales amount for the call based on the labor cost rate and sales rate that are retrieved using the search path defined iin the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session. The data regarding the cost and sales price can be maintained until you actually create an invoice in <GUIRef href="/baanerp/ci" role="package">Central Invoicing</GUIRef>. The <Link href="/baanerp/ts/clm/tsclm1100m000#tsclm100.inyn" role="fieldhelp">Invoice Created</Link> check box is selected in the <GUIRef href="/baanerp/ts/clm/tsclm1100m000" role="session">Call (tsclm1100m000)</GUIRef> session when <GUIRef href="/baanerp/ci" role="package">Central Invoicing</GUIRef> posts the costs to <GUIRef href="/baanerp/tf" role="package">Financials</GUIRef>. In the <GUIRef href="/baanerp/ts/clm/tsclm1105s000" role="session">Call Invoicing (tsclm1105s000)</GUIRef> session, you can also specify if you want to cover the costs under contract or warranty. If both warranty and contract are present, the costs will be covered on warranty first, and then on the contract. For example, 50% of the call costs is covered by warranty, 90% by contract, and the costs are $1000. Then $500 is covered by warranty, and 90% of the remaining $500 is covered by contract. Based on the selected coverage the appropriate invoice amounts are calculated.</ListItem>
				<ListItem>Call history is updated.</ListItem>
			</ProcedureList>
		</GeneralSection>
	</GeneralSection>
</ManualTopic>
