<?xml version="1.0" encoding="utf-8"?>
<ManualTopic ID="/baanerp/ts/onlinemanual/000377" xml:lang="en">
	<Header>
		<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Solve Call</Title>
		<Keyword><Level1>Solve Call</Level1>
		</Keyword>
	</Header>
	<AimSection><Paragraph>Solve the call by providing the actual problem identified, the actual solution determined and actual activity required. Based on the time spent to solve the call and based on whether the company invoices the customer or not, the total costs and sales incurred on the call will be determined.</Paragraph>
	</AimSection>
	<GeneralSection><Paragraph>The next section describes these steps in detail.</Paragraph>
		<ProcedureList><ListIntro>To solve a call, perform the following steps:</ListIntro>
			<ListItem>Register the call in <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session.</ListItem>
			<ListItem>Identify the actual problem, solution and the activity. Call Taker starts diagnose the call by, asking questions to the customer and getting answers from him. Based on the answers given by the customer, the support engineer tries to identify the problem and solution needed to solve the call and performs the needed activity to solve the call. Use <GUIRef href="" role="manual">Diagnostic Tree (tsclm3120m000)</GUIRef> session to construct, maintain, and use diagnostic trees to solve calls.</ListItem>
			<ListItem>Solve the call. If the call is solved through help desk, Support Engineer can set the call status as solved. Click <GUIRef href="" role="manual">Solve</GUIRef> from <GUIRef href="" role="manual">specific</GUIRef> menu in <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session to solve a call.</ListItem>
			<ListItem>If the Support Engineer is not able to solve the call, you can reassign the call to another Support Engineer or Support Department. To reassign multiple calls, use the <GUIRef href="/baanerp/ts/clm/tsclm1215m000" role="session">Reassign Calls between Support Departments (tsclm1215m000)</GUIRef> session and the <GUIRef href="/baanerp/ts/clm/tsclm1220m000" role="session">Reassign Calls between Support Engineers (tsclm1220m000)</GUIRef> session.</ListItem>
			<ListItem>Record the time spent on the call either by setting the timer or by entering manually. If the support engineer keeps the call in waiting, then SSA ERP updates the used time. When the support engineer solves the call and stops the timer, the spent time will be updated.</ListItem>
			<ListItem>SSA ERP updates the <GUIRef href="" role="manual">Calls - History (tsclm8520m000)</GUIRef> session.</ListItem>
		</ProcedureList>
		<Paragraph>If the solution provided by the support engineer is accepted by the customer, then call status changes to <GUIRef href="" role="manual">Accepted</GUIRef> from <GUIRef href="" role="manual">Solved</GUIRef>.</Paragraph>
	</GeneralSection>
</ManualTopic>
