<?xml version="1.0" encoding="utf-8"?>
<ManualTopic ID="/baanerp/ts/onlinemanual/000379" xml:lang="en">
	<Header>
		<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Assign and Reassign Call</Title>
		<Keyword><Level1>Assign and Reassign Call</Level1>
		</Keyword>
	</Header>
	<AimSection><Paragraph>You can assign calls to Service Center or to Support Engineer. Use the Assign Calls to <GUIRef href="" role="manual">Support Engineer (tsclm1112m000)</GUIRef> session to display calls that are assigned to service centers, and to assign these calls to support engineers. Certain call details such as the configuration and the priorities are displayed in this session. All the calls that are assigned to a specific service center, and that are not yet assigned to a support engineer are displayed in this session. When both the service center and the support engineer are allocated, the call status moves to Assigned.</Paragraph>
	</AimSection>
	<GeneralSection><Paragraph>Use the <GUIRef href="" role="manual">Assign a Call (tsclm1113s000)</GUIRef> 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.</Paragraph>
	</GeneralSection>
	<GeneralSection><Paragraph><GUIRef href="" role="manual">Assign Calls to Support Engineer (tsclm1114m000)</GUIRef>: Use this session to assign a call to a specific support engineer. To assist you in this process call details such as the configuration, required activity, and priorities are displayed. When both the service center and the support engineer are allocated, the call status moves to Assigned.</Paragraph>
	</GeneralSection>
	<GeneralSection><SectionTitle>Reassign Call</SectionTitle>
		<Paragraph>If a call cannot be solved, 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 saves the organization, time and the customer money. You can reassign calls between service centers from the <GUIRef href="" role="manual">Calls (tsclm1100s000)</GUIRef> session or from the <GUIRef href="" role="manual">Reassign Calls between Service Centers (tsclm1215m000)</GUIRef> session. In this session, you can change calls based on a range of information.</Paragraph>
		<Paragraph><GUIRef href="" role="manual">Reassign Calls between Service Centers (tsclm1215m000)</GUIRef>: Use this 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: n For those with only one employee the status becomes Assigned n For those with more than one employee the status becomes Registered.</Paragraph>
		<Paragraph><GUIRef href="" role="manual">Re-Assign Calls to Support Engineer (tsclm1220m000)</GUIRef>: Use this 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 at Assigned, or In Process. After transfer, the call status becomes Assigned.</Paragraph>
	</GeneralSection>
</ManualTopic>
