| Calls - History (tsclm8520m000) |  |
| Use this session to display current and history (deleted) calls. Note For more information, refer to the Call (tsclm1100m000) session.
Fields | Description
Call Number | The code that identifies the call. This code is used for internal reference, and for immediate contact purposes.
Description | The call's description.
Status | The status of the call.
Sold-to BP | The code of 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.
Reaction Time | The time by which the call center must react to a customer's call.
Reported Problem | The reported problem. Selected from the Problems (tsclm3130m000) session.
Actual Problem | The real problem as determined by the service/support engineer.
Cluster | The cluster that the item for which the call is raised belongs to.
Cluster | A description of the cluster that the call relates 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.
Sold-to business partner Call Number | The number that the sold-to business partner gives to the call.
Emergency | If this check box is selected, the call is considered an emergency.
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.
Bad Fix | If this check box is selected, the call is considered a bad fix.
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 Bad fix 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 Bad fix 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 Bad fix priority
Follow-up Call | The call number of a call which follows from the present one.
Parent Call | The call from which the current call has been derived.
Support Department | The code of the support department assigned to solve the call.
Support Engineer | The code of the support engineer to whom the call has been assigned.
Name | 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 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.
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.
Commands | Description
All Calls | Use this command to view all the calls.
Delete Call History | Use this command to delete Call History. This command starts the Delete Call History (tsclm8210m000) session.
Current Calls | Use this command to view all current calls.
History Calls | Use this command to view calls that are present only in History and not present in calls.
History - Calls By | Use this command to view calls based on: Call number cluster item serialized item reported problem Sold to BP Sold to BP and Sold to BP Call N
Select Calls | Starts the Selection Criteria (tsclm8599s000) session.
Undo Selection | Use this command to undo a selection.
Blocking Reason | Use this command to view the blocking reason for a call. This option is however applicable only to call that are blocked.
Transaction Log | Use this command to view the transactions that have taken place for the call.
Invoice Details | Use this command to view the invoice details of a call.