| Call Status |  |
| The call status helps you to keep track of a call and to determine the next action. The sequence of the call status is strictly regulated. The call status is checked before a step is carried out. After you perform particular steps, the status is updated automatically. If, for example, you add a new a call, the call’s status will be Registered. The status changes as follow-up activities occur. ERP LN uses the status to determine the following: At what stage of the call handling process a support engineer is working on the problem Whether a service engineer is required Whether the business partner has accepted the actual solution provided A call can have the following statuses: Registered: The call taker has registered the call. Assigned: The call has been assigned to a service engineer. In Process: The service engineer has started to solve the call. Solved: The service engineer has solved the call. Transferred: The call has been transferred from Call Management to Service Order Control. Accepted: The customer has accepted the solution provided. |