<?xml version="1.0" encoding="utf-8"?>
<Session ID="/baanerp/ts/clm/tsclm1515m000" xml:lang="en">
	<Header>
		<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Support Department Call Queue (tsclm1515m000)</Title>
	</Header>
	<HelpTopic><AimSection><Paragraph>Use this session to view all calls that are assigned to a specific support department.</Paragraph>
		</AimSection>
		<GeneralSection><List><ListIntro>Use the commands on the <GUIRef href="" role="menu">Specific</GUIRef> menu, or the buttons on the toolbar, to:</ListIntro>
				<ListItem>View waiting calls, non-waiting calls, or all calls.</ListItem>
				<ListItem>Process a call.</ListItem>
				<ListItem>Update the time left to solve a call.</ListItem>
				<ListItem>View a call's changes in the <GUIRef href="/baanerp/ts/clm/tsclm8580m000" role="session">Call Transaction Log (tsclm8580m000)</GUIRef> session.</ListItem>
			</List>
			<Note><SectionTitle>Note</SectionTitle>
				<Paragraph>The current user's support department call queue is displayed.</Paragraph>
			</Note>
		</GeneralSection>
	</HelpTopic>
	<Fields><FieldHelp ID="service.center"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Support Department</Title>
			</Header>
			<FuncDesc>The code of the <Link href="/baanerp/ts/glossary/glossary#ServicCenter.ts" role="glossary">support department</Link> assigned to solve the calls.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tcmcs065.dsca"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Support Department</Title>
			</Header>
			<FuncDesc>The description of the <Link href="/baanerp/ts/glossary/glossary#ServicCenter.ts" role="glossary">support department</Link> assigned to solve the calls.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.ccll"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Call Number</Title>
			</Header>
			<FuncDesc>The code that identifies the <Link href="/baanerp/ts/glossary/glossary#Call.ts" role="glossary">call</Link>.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.stat"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Status</Title>
			</Header>
			<FuncDesc>The call's current status.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.atml"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Actual Time Left [Unit]</Title>
			</Header>
			<FuncDesc>The time left to solve the call.</FuncDesc>
			<Note><SectionTitle>Note</SectionTitle>
				<Paragraph>To update this field, on the <GUIRef href="" role="menu">Specific</GUIRef> menu, choose <GUIRef href="" role="manual">Update Actual Time Left.</GUIRef>
				</Paragraph>
			</Note>
			<RelatedTopics><SectionTitle>Related topics</SectionTitle>
				<RelTopic><Link href="/baanerp/ts/onlinemanual/000305" role="manual">Calculation actual time left and reaction time</Link>
				</RelTopic>
				<RelTopic><Link href="/baanerp/ts/onlinemanual/000080" role="manual">Call Management master data</Link>
				</RelTopic>
			</RelatedTopics>
		</FieldHelp>
		<FieldHelp ID="tsclm100.blyn"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Blocked</Title>
			</Header>
			<FuncDesc>If this check box is selected, the call has been blocked for reasons specified in the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.wait"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Waiting</Title>
			</Header>
			<FuncDesc>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.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.rtct"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Reaction Time</Title>
			</Header>
			<FuncDesc><Link href="/baanerp/ts/glossary/glossary#000421" role="glossary">reaction time</Link>
			</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.egct"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Solution Start Time</Title>
			</Header>
			<FuncDesc><Link href="/baanerp/ts/glossary/glossary#000422" role="glossary">solution start time</Link>
			</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.svct"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Solution Finish Time</Title>
			</Header>
			<FuncDesc><Link href="/baanerp/ts/glossary/glossary#000423" role="glossary">solution finish time</Link>
			</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.cgrp"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Call Group1</Title>
			</Header>
			<FuncDesc>The code that identifies the <Link href="/baanerp/ts/glossary/glossary#CallGroup.ts" role="glossary">call group</Link> category.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.scgr"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Call Group2</Title>
			</Header>
			<FuncDesc>The code that identifies the subordinate <Link href="/baanerp/ts/glossary/glossary#CallGroup.ts" role="glossary">call group</Link> category.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="actual.priority"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Actual Priority</Title>
			</Header>
			<FuncDesc>The priority that is given to a call in the <GUIRef href="/baanerp/ts/clm/tsclm1100m000" role="session">Call (tsclm1100m000)</GUIRef> session.</FuncDesc>
			<SimpleSection><Paragraph>The priority is determined by comparing the calculated initial time left to solve a call, with the corresponding solution time defined in the <GUIRef href="/baanerp/ts/clm/tsclm0124m000" role="session">Priority Time Scale (tsclm0124m000)</GUIRef> session.</Paragraph>
			</SimpleSection>
			<RelatedTopics><SectionTitle>Related topics</SectionTitle>
				<RelTopic><Link href="/baanerp/ts/onlinemanual/000346" role="manual">Call priority</Link>
				</RelTopic>
			</RelatedTopics>
		</FieldHelp>
		<FieldHelp ID="tsclm100.prpr"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Problem Priority</Title>
			</Header>
			<FuncDesc>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 <GUIRef href="/baanerp/tc/mcs/tcmcs0170m000" role="session">Priorities (tcmcs0170m000)</GUIRef> session.</FuncDesc>
			<RelatedTopics><SectionTitle>Related topics</SectionTitle>
				<RelTopic><Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.cupr" role="formfield">Sold-to BP Priority</Link>
				</RelTopic>
				<RelTopic><Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.obpr" role="formfield">Item Priority</Link>
				</RelTopic>
				<RelTopic><Link href="/baanerp/ts/glossary/glossary#BadFix.ts" role="glossary">Bad fix</Link> priority</RelTopic>
			</RelatedTopics>
		</FieldHelp>
		<FieldHelp ID="tsclm100.cupr"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Sold to B.P. Priority</Title>
			</Header>
			<FuncDesc>The priority assigned to a <Link href="/baanerp/tc/glossary/glossary#BusinePartne.tc" role="glossary">business partner</Link> in the <GUIRef href="/baanerp/tc/com/tccom4110s000" role="session">Sold-to Business Partners (tccom4110s000)</GUIRef> session.</FuncDesc>
			<Note><SectionTitle>Note</SectionTitle>
				<Paragraph>If, in the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session, the <GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.uspr" role="formfield">Use Priorities in Calculating Times</GUIRef> check box is selected, the business partner priority is used to calculate the call's <Link href="/baanerp/ts/glossary/glossary#000392" role="glossary">priority factor</Link>.</Paragraph>
			</Note>
			<RelatedTopics><SectionTitle>Related topics</SectionTitle>
				<RelTopic><Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.obpr" role="formfield">Item Priority</Link>
				</RelTopic>
				<RelTopic><Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.prpr" role="formfield">Problem Priority</Link>
				</RelTopic>
				<RelTopic><Link href="/baanerp/ts/glossary/glossary#BadFix.ts" role="glossary">Bad fix</Link> priority</RelTopic>
			</RelatedTopics>
		</FieldHelp>
		<FieldHelp ID="tsclm100.obpr"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Item Priority</Title>
			</Header>
			<FuncDesc>The priority assigned to an item based on the <Link href="/baanerp/ts/glossary/glossary#000306" role="glossary">cluster</Link> the item belongs to. You select the cluster's priority in the <GUIRef href="/baanerp/ts/bsc/tsbsc1100m000" role="session">Clusters (tsbsc1100m000)</GUIRef> session.</FuncDesc>
			<Note><SectionTitle>Note</SectionTitle>
				<Paragraph>If, in the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session, the <GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.uspr" role="formfield">Use Priorities in Calculating Times</GUIRef> check box is selected, the item priority is used to calculate the call's <Link href="/baanerp/ts/glossary/glossary#000392" role="glossary">priority factor</Link>.</Paragraph>
			</Note>
			<RelatedTopics><SectionTitle>Related topics</SectionTitle>
				<RelTopic><Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.cupr" role="formfield">Sold-to BP Priority</Link>
				</RelTopic>
				<RelTopic><Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.prpr" role="formfield">Problem Priority</Link>
				</RelTopic>
				<RelTopic><Link href="/baanerp/ts/clm/tsclm0100m000#tsclm000.pfct" role="formfield">Priority</Link>
				</RelTopic>
			</RelatedTopics>
		</FieldHelp>
		<FieldHelp ID="clm1515.prio"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Bad Fix Priority</Title>
			</Header>
			<FuncDesc>The priority assigned to a <Link href="/baanerp/ts/glossary/glossary#BadFix.ts" role="glossary">bad fix</Link>.</FuncDesc>
			<Note><SectionTitle>Note</SectionTitle>
				<Paragraph>If, in the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session, the <GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.uspr" role="formfield">Use Priorities in Calculating Times</GUIRef> check box is selected, the bad fix priority is used to calculate the call's <Link href="/baanerp/ts/glossary/glossary#000392" role="glossary">priority factor</Link>.</Paragraph>
			</Note>
			<RelatedTopics><SectionTitle>Related topics</SectionTitle>
				<RelTopic><Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.cupr" role="formfield">Sold-to BP Priority</Link>
				</RelTopic>
				<RelTopic><Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.obpr" role="formfield">Item Priority</Link>
				</RelTopic>
				<RelTopic><Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.prpr" role="formfield">Problem Priority</Link>
				</RelTopic>
			</RelatedTopics>
		</FieldHelp>
		<FieldHelp ID="tccom100.nama"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Business Partner</Title>
			</Header>
			<FuncDesc>The name of the sold to business partner.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.clst"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Cluster</Title>
			</Header>
			<FuncDesc>The <Link href="/baanerp/ts/glossary/glossary#000306" role="glossary">cluster</Link> that the item for which the call is raised belongs to.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.item"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Item</Title>
			</Header>
			<FuncDesc>The code of the item to which the call relates.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.sern"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Serial Number</Title>
			</Header>
			<FuncDesc>The <Link href="/baanerp/ts/glossary/glossary#SerialNumber.ts" role="glossary">serial number</Link> of the item to which the call relates.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.shpd"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Call Description</Title>
			</Header>
			<FuncDesc>The description of the call.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.rprl"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Reported Problem</Title>
			</Header>
			<FuncDesc>The <Link href="/baanerp/ts/glossary/glossary#000064" role="glossary">reported problem</Link>. Selected from the <GUIRef href="/baanerp/ts/clm/tsclm3130m000" role="session">Problems (tsclm3130m000)</GUIRef> session.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.expr"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Expected Problem</Title>
			</Header>
			<FuncDesc><Link href="/baanerp/ts/glossary/glossary#000418" role="glossary">expected problem</Link>
			</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.exsl"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Expected Solution</Title>
			</Header>
			<FuncDesc><Link href="/baanerp/ts/glossary/glossary#000419" role="glossary">expected solution</Link>
			</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsclm100.rqct"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Required Activity</Title>
			</Header>
			<FuncDesc>The <Link href="/baanerp/ts/glossary/glossary#000065" role="glossary">required activity</Link>. Selected from the <GUIRef href="/baanerp/ts/acm/tsacm1101m000" role="session">Reference Activities (tsacm1101m000)</GUIRef> session.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="clm1515.cwte"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Warranty</Title>
			</Header>
			<FuncDesc>The <Link href="/baanerp/ts/glossary/glossary#Warranty.ts" role="glossary">warranty</Link> agreement covering the call costs.</FuncDesc>
		</FieldHelp>
		<FieldHelp ID="tsctm300.desc"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Contract</Title>
			</Header>
			<FuncDesc>The description of the <Link href="/baanerp/ts/glossary/glossary#ServicContra.ts" role="glossary">service contract</Link> covering the call.</FuncDesc>
		</FieldHelp>
	</Fields>
	<FormCommands><CommandHelp ID="exec.user.6"><Header>
				<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Transaction Log</Title>
			</Header>
			<FuncDesc>Starts the <GUIRef href="/baanerp/ts/clm/tsclm8580m000" role="session">Call Transaction Log (tsclm8580m000)</GUIRef> session.</FuncDesc>
		</CommandHelp>
	</FormCommands>
</Session>
