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<ManualTopic ID="/baanerp/ts/onlinemanual/000371" xml:lang="en">
	<Header>
		<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Register Call</Title>
		<Keyword><Level1>Register Call</Level1>
		</Keyword>
	</Header>
	<AimSection><Paragraph>Register a call business process involves:</Paragraph>
		<List><ListItem>Defining a call</ListItem>
			<ListItem>Finding the best response periods and invoice interval</ListItem>
			<ListItem>Determining the priority of the call</ListItem>
			<ListItem>Calculating various dates and times</ListItem>
			<ListItem>Checking the blocking reasons for the call if any.</ListItem>
		</List>
	</AimSection>
	<GeneralSection><Paragraph>Use <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session to register new calls and to process call details. Call detail includes general data, business partner data, routing data, and diagnosis data.</Paragraph>
		<Paragraph>All details pertaining to a call such as Customer, Cluster, Support Department, Support Engineer etc. are stored in <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session.</Paragraph>
		<ProcedureList><ListIntro>To register a call perform the following steps:</ListIntro>
			<ListItem>Enter sold-to bp. When you register a new call, SSA ERP notifies you of the calls registered previously for the specific sold-to business partner, cluster, or serialized item. SSA® ERP LN notifies the user about the calls which are completed, in process, or registered by other call takers with the customer. To control the search for existing calls, the user can set the <GUIRef href="" role="manual">Search Based on</GUIRef> and <GUIRef href="" role="manual">Show message if There Are Existing Calls</GUIRef> parameters in the <GUIRef href="" role="manual">Call Parameter (tsclm0100m000)</GUIRef> session.</ListItem>
			<ListItem>SSA® ERP LN checks for blocking of sold-to bp on the basis of blocking parameter set in <GUIRef href="" role="manual">Call Parameter (tsclm0100m000)</GUIRef> session.</ListItem>
			<ListItem>Enter Cluster for which the call is raised.</ListItem>
			<ListItem>Enter Item code for which call is registered.</ListItem>
			<ListItem>Enter the serial number of the item for which the call is raised. This serial number is selected from the <GUIRef href="" role="manual">Serialized Items (tscfg2100m000)</GUIRef> session, which includes other details such as item code and description, cluster, business partner, and item grouping. <Emphasis>The serialized item must belong to the selected cluster. If the serial number is selected by browsing to the Serialized Items (tscfg2100m000) session, only items from the selected cluster will be displayed.</Emphasis>
			</ListItem>
			<ListItem>SSA® ERP LN notifies that the call-solving costs are covered by contract.</ListItem>
			<ListItem>SSA® ERP LN notifies that the call-solving costs are covered by warranty.</ListItem>
			<ListItem>Enter Description of the problems faced by the customer.</ListItem>
			<ListItem>Enter the problem reported by the customer. If you select the reported problem from the <GUIRef href="" role="manual">Problems (tsclm3130m000)</GUIRef> session, SSA® ERP LN fetches the problem priority defined for the selected problem from <GUIRef href="" role="manual">priorities (tcmcs0170m000)</GUIRef> session.</ListItem>
			<ListItem>Enter the call group. Call groups are defined in <GUIRef href="" role="manual">Call Group (tsclm0150m000)</GUIRef> session.</ListItem>
			<ListItem>Enter the reaction time by which the call center must react to the customer call. SSA® ERP LN uses the response time, in combination with the priorities, to determine the reaction times to the service calls. <Emphasis>Reaction time = reported time + (response time * priority factor).</Emphasis>
			</ListItem>
			<ListItem>If the call is of type emergency, you must select the emergency check box in <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session.</ListItem>
			<ListItem>If the call is of type Bad Fix, you must select the badfix check box in <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session.</ListItem>
			<ListItem>Enter Invoice details such as Invoice-to BP and Invoice Interval. SSA® ERP LN fetches the invoice interval defined for the Sold-to BP in <GUIRef href="" role="manual">Call Parameter (tsclm0100m000)</GUIRef> session or you can select from the <GUIRef href="" role="manual">Invoice Intervals (tsclm0170m000)</GUIRef> session.</ListItem>
			<ListItem>If the call is transferred to <GUIRef href="" role="manual">Service Order Control</GUIRef>, you must enter support department and support engineer details.</ListItem>
			<ListItem>Click <GUIRef href="" role="manual">Save</GUIRef> to Register the call. SSA® ERP LN generates a call number for the registered call. Call status changes to <GUIRef href="" role="manual">Registered</GUIRef>.</ListItem>
		</ProcedureList>
	</GeneralSection>
</ManualTopic>
