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<ManualTopic ID="/baanerp/ts/onlinemanual/000376" xml:lang="en">
	<Header>
		<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">To set up Master Data for Call Management</Title>
		<Keyword><Level1>Master Data</Level1>
		</Keyword>
	</Header>
	<AimSection><Paragraph>The call handling process uses data defined in <GUIRef href="" role="manual">Call Management</GUIRef> data setup throughout the life cycle of the call. Call Management Master Data allows you to define the fixed data such as response times, call groups, priority time scales, invoicing intervals and specific call parameters.</Paragraph>
	</AimSection>
	<GeneralSection><SectionTitle>To set up master data</SectionTitle>
		<Paragraph>To set up <GUIRef href="" role="manual">Call Management Master Data</GUIRef>, take the following steps:</Paragraph>
		<ProcedureList><ListItem>Define the call parameters in <GUIRef href="" role="manual">Call Parameters (tsclm0100m000)</GUIRef> session. <List><ListIntro>In the <GUIRef href="" role="manual">Call Parameters (tsclm0100m000)</GUIRef> details session, you can set the parameter to do the following:</ListIntro>
					<ListItem>Delete transaction log after accepting call.</ListItem>
					<ListItem>Match service order numbers. When you generate a service order for a call, the service order number matches the call number from which it is generated.</ListItem>
					<ListItem>Match maintenance sales order numbers. When you generate a maintenance sales order for a call, the maintenance order number matches the call number from which it is generated.</ListItem>
					<ListItem>Define the invoice intervals and coverage types.</ListItem>
					<ListItem>Define response time for all calls in the <GUIRef href="" role="manual">Call Management</GUIRef> module that are not covered under any contract, or whose sold-to Business Partner does not have a default response time. <Emphasis>If the Response Time is defined, the Time Unit field must also be defined.</Emphasis>
					</ListItem>
					<ListItem>Indicate whether the Solution Start Period or the Solution Finish Period must be considered when calculating times at the service order level. This setting is also used to calculate the actual time left to solve a call.</ListItem>
					<ListItem>Use priorities with the calls response time in calculating reaction time, solution start time, and solution finish time.</ListItem>
					<ListItem>Signal and block calls if the Credit Limit is Exceeded, if Credit Review is Overdue, If Invoice is Overdue and If business partner is Doubtful of invoice-to bp.</ListItem>
					<ListItem>Notify the user about the existing calls for the sold-to business partner, cluster, or serialized item. When you register a new call, SSA® ERP LN notifies user of the calls registered previously for the sold-to business partner, cluster, or serialized item.</ListItem>
				</List>
			</ListItem>
			<ListItem>Use the <GUIRef href="" role="manual">Response Times (tsclm0120m000)</GUIRef> session to maintain response times. The <GUIRef href="" role="manual">Call Management</GUIRef> module uses response times in the following way: <List><ListIntro>When you register a call, SSA® ERP LN allocates a response time to the call by the following search criteria:</ListIntro>
					<ListItem>If the cluster, or item defined for the call, is covered by a service contract, the call's response time is the response time defined for the service contract.</ListItem>
					<ListItem>If no service contract is defined for the call (or no response time defined for the service contract), SSA® ERP LN allocates the response time code defined for the call's sold-to business partner.</ListItem>
					<ListItem>If no response time code is defined for the call's sold-to business partner, SSA ERP allocates the response time code defined in the <GUIRef href="" role="manual">Call Parameters (tsclm0100m000)</GUIRef> session.</ListItem>
				</List>
			</ListItem>
			<ListItem>Use <GUIRef href="" role="manual">Priority Time Scale (tsclm0124m000)</GUIRef> session to specify a range of time periods. SSA® ERP LN uses these time periods to determine the initial priority and the actual priority of a call in the <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session. The priority of a call is determined by the specified time period in which the call's initial time to solution and actual time to solution fall.</ListItem>
			<ListItem>Use <GUIRef href="" role="manual">Call Groups (tsclm0150m000)</GUIRef> session to view and define call groups.</ListItem>
			<ListItem>Use <GUIRef href="" role="manual">Invoicing Intervals (tsclm0170m000)</GUIRef> session to define and maintain invoicing intervals.Time intervals for invoicing are used in <GUIRef href="" role="manual">Service</GUIRef> to determine which proportion (if any) of time that is spent on resolving calls is finally invoiced to the business partner.</ListItem>
		</ProcedureList>
	</GeneralSection>
</ManualTopic>
