| # Transfer call You can transfer a call, for example, for the following reasons: The call requires field engineer service The calltaker enters the details of the service department to which the call must be transferred and generates a service order to transfer the call to the service order control. The call must be handled by a subcontractor If the call center signed a contract with a subcontractor to provide service to the given item, the calltaker views the details of the subcontract agreement and informs the subcontractor of the call details, such as the item, location address, and the problem, either by phone, fax, or e-mail. The call requires depot repair or shop maintenance The calltaker transfers the call to the maintenance sales control in which a maintenance sales order is created with the details of the call. The following section describes each of these steps in detail. To transfer a call to Service Order Control To transfer a call to Service Order Control, take the following steps: Register the call in the Call (tsclm1100m000) session. Check if the call must be transferred to service order control. If a service engineer is required, you can transfer the call to Service Order Control, or immediately plan the work in Service Order Control. If the call must be transferred to service order control, in the Call (tsclm1100m000) session, on the Routing tab, enter Service Department. If the call is marked as an emergency, specify a value in the Service Engineer field on the Routing tab in the Call (tsclm1100m000) session. Transfer the call to service order control: in the Call (tsclm1100m000) session, on Specific menu, click Transfer to Service Order to transfer the call to Service Order Control. If you transfer a call to service order control, LN changes the call status from In Process to Transferred. To transfer a call to Maintenance Sales Order Control To transfer a call to Maintenance Sales Order Control, take the following steps: Register the call in the Call (tsclm1100m000) session. Check if the call must be transferred to Maintenance Sales Order Control. A maintenance sales order is required in the following cases: The customer needs spare parts and calls the call center to meet the request. The customer has a problem with the items and wants to send the items to the depot for repair. The customer requires a replacement item or loan item to use and return after they receive the repaired original item. In the Call (tsclm1100m000) session, on the Routing tab, enter the Service Engineer and the Repair Department. To transfer the call to Maintenance Sales Order Control, in the Call (tsclm1100m000) session, on the Specific menu, click Transfer to Maintenance Sales Order Control. LN changes the call status from In Process to Transferred. To create the maintenance sales orders, you can use any of the following lines: For Repair in Depot For Parts Delivery For Parts Receipt For Parts Loan To transfer a call to Subcontractor To transfer a call to Subcontractor, take the following steps: Register the call in Call (tsclm1100m000) session. Check if the call must be transferred to subcontractor. If the item is covered by a subcontract agreement, LN displays the subcontract agreement information when you register the call. To transfer a call to a subcontractor, in the Call (tsclm1100m000) session, on the Specific menu, click Transfer Call to Subcontractor. When you transfer the call to the subcontractor, LN prompts you to identify the media through which the information must be passed to the subcontractor. If you transfer a call to a subcontractor, LN changes the call status from In Process to Transferred. Depending on the status specified in the subcontract agreement, you can decide to transfer the call to the subcontractor. |