| # Call List (tsclm1509m000) Use this session to: Register new calls. Maintain and display existing calls, including summarized general, diagnosis, priority, and routing data. The related details session is the Call (tsclm1100m000). Related topics Call diagnostics Call handling Call Number The code that identifies the call. This code is used for internal reference, and for immediate contact purposes. Status The status of the call. Reported Time The date and time when a call was received and registered. Sold-to BP The sold-to business partner that made the call. Note If this field is filled in, the call is for an external customer. Otherwise, the call is handled for an internal customer. Sold-to BP The name of the sold-to business partner (customer) for whom the call is being handled. If this field is filled in then the call is for an external business partner, otherwise it is for internal purposes. Cluster The cluster that the item for which the call is raised belongs to. Item The code of the item to which the call relates. Serial Number The serial number of the item to which the call relates. Warranty The warranty agreement covering the call costs. Service Contract The service contract covering the call. Contract (Template) Description The description of the template or the service contract covering the call. Call Group1 The code that identifies the call group category. Call Group1 The name or description of the call group category. Call Group2 The code that identifies the subordinate call group category. Call Group2 The name or description of the call group category. Reported Problem The reported problem. Selected from the Problems (tsclm3130m000) session. Reported Problem The description of the reported problem. Expected Problem The problem as assessed and classified by the support engineer. Expected Solution The solution to the expected problem as determined by the support engineer. Actual Problem The real problem as determined by the service/support engineer. Actual Solution The definitive solution as determined by the service/support engineer, which solved the actual problem. Actual Time Left [Unit] The time left to solve the call. Note To update this field, on the appropriate menu, choose Update Actual Time Left. Related topics Calculation actual time left and reaction time Call Management master data Reaction Time The time by which the call center must react to a customer's call. Latest Sol. Start Time The time by which the support engineer must start solving the call. Latest Sol. Finish Time The time by which the support engineer must finish solving the call. Waiting 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. Blocked If this check box is selected, the call has been blocked for reasons specified in the Call Parameters (tsclm0100m000) session. Emergency If this check box is selected, the call is considered an emergency. Actual Priority The priority that is given to a call in the Call (tsclm1100m000) session. The priority is determined by comparing the calculated initial time left to solve a call, with the corresponding solution time defined in the Priority Time Scale (tsclm0124m000) session. Related topics Call priority Problem Priority 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 Priorities (tcmcs0170m000) session. Related topics Sold-to BP Priority Item Priority Priority Sold-to BP Priority The priority assigned to a business partner in the Sold-to Business Partners (tccom4110s000) session. Note If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Calculating Times check box is selected, the business partner priority is used to calculate the call's priority factor. Related topics Item Priority Problem Priority Priority Item Priority The priority assigned to an item based on the cluster the item belongs to. You select the cluster's priority in the Clusters (tsbsc1100m000) session. Note If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Calculating Times check box is selected, the item priority is used to calculate the call's priority factor. Related topics Sold-to BP Priority Problem Priority Priority Bad Fix Priority The priority assigned to a bad fix. Note If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Calculating Times check box is selected, the bad fix priority is used to calculate the call's priority factor. Related topics Sold-to BP Priority Item Priority Problem Priority Support Department The code of the support department assigned to solve the call. Support Department The name of the service department assigned to solve the call. Support Engineer The code of the support engineer to whom the call has been assigned. Support Engineer The name of the support engineer to whom the call has been assigned by the call-taker. Service Order The number of the service order if the call is transferred to Service Order Control. Service/Repair Department The code of the service department assigned to solve the call. Maintenance Sales Order The number of the maintenance sales order if the call is transferred to Maintenance Sales Control. Subcontractor The business partner with whom an agreement is signed to provide the subcontracting service, also known as the buy-from business partner. Update Actual Time Left Use this command to Update the actual time left to complete the execution of a call. Blocking Reason Starts the Blocking Reasons (tsmdm1101m000) session. Go To Use this command to view the Parent or Follow-up call. Follow-up Call Use this command to view the follow-up call associate with the call. Parent Call Use this command to view the parent call associate with the call. Create Follow-up Call USe this command to create a Follow up call. Accept Calls Use this command to accept a call. This command starts the Accept Calls (tsclm1230m000) session. Delete Accepted Calls Use this command to delete a call. This commands starts the Delete Accepted Calls (tsclm1240m000) session. Escalated Calls Use this command to view the escalated calls. Deferred Emergency Calls Use this command to view the deferred emergency calls. Select Calls Use this command to select calls. This command starts the Selection Criteria (tsclm1199m000) session. All Calls... Use this command to view all calls. Invoice Details Use this command to view the invoice details pertaining to the call. This command starts the Call Invoicing (tsclm1105s000) session. Transaction Log Use this command to view the transaction log of the call. This command starts the Call Transaction Log (tsclm8580m000) session. History Calls Use this command to view Call History. This command starts the Calls - History (tsclm8520m000) session. |