| # Call (tsclm1100m000) Use this session to register new calls and to maintain call details, including general data, business partner data, routing data, and diagnosis data. Related topics Call diagnostics Call handling Register Caller's Name The name of the person who reports the problem. Phone The contact phone number of the customer. Sold-to B.P. The code of the sold-to business partner for whom you handle the call. If this field is entered, the call is for an external business partner. Otherwise, the call is for internal purposes. Blocked If this check box is selected, the call is blocked. Note You select blocking reasons on the Blocking tab in the Call Parameters (tsclm0100m000) session. If you have selected any blocking reasons, ERP LN performs blocking checks on a call each time you change the call's status. Related topics To unblock calls, service orders, and sales orders Cluster The cluster that the call-related item belongs to. Description The name of the cluster. Contract If this check box is selected, this indicates that the call-solving costs are covered by contract. Item The item to which the call relates. Note The item's general project code is entered in the first field. The item's service code is entered in the second field. Serial Number The serial number of the item to which the call relates. This serial number is selected from the Serialized Items (tscfg2100m000) session, which includes other details such as item code and description, cluster, business partner, and item grouping. Note The serialized item must belong to the selected cluster. If the serial number is selected by zooming to the Serialized Items (tscfg2100m000) session, only items from the selected cluster will be displayed. Warranty If this check box is selected, this indicates that the call-solving costs are covered by warranty. Note If both the Contract check box and the Warranty check box are selected, the call-solving costs will first be covered by warranty, and then, if costs exceed the warranty agreement, by contract. Alternate Serial Number The business partner's serial number. Description A short description of the call's problem. Comment A detailed problem description. Address The address code of the item to which the call relates. Depending on the information entered, and in order of preference, the address code is taken from: Serialized Item Parent Item Cluster Ship-to Business Partner Sold-to Business Partner Address Address details retrieved from the Addresses (tccom4130s000) session. Reported Problem The reported problem. Selected from the Problems (tsclm3130m000) session. Call Group1 A category used to group calls for selection purposes. Call Group2 A second code given to the calls for further categorization purposes not covered by Call Group1. Problem Priority The priority given to the reported problem, selected by the call taker from a list of values in the Priorities (tcmcs0170m000) session. If, in the Call Parameters (tsclm0100m000) session, the Use Priorities in Calculating Times check box is selected, the problem priority is used to calculate the call's priority factor. Related topics Sold-to BP Priority Reaction Time The time by which the call center must react to a customer's call. Latest Solution Start Time The time by which the support engineer must start solving the call. Latest Solution Finish Time The time by which the support engineer must finish solving the call. Contract Template The contract agreement between the service organization and the customer, which also covers the call. Solution Times Calendar The calendar, retrieved from the Response Times (tsclm0120m000) session, that is used to calculate the solution start time and the solution finish time. Warranty Expiry Date The date that the warranty agreement, if any, between the customer and the service organization expires. Call Number The code that identifies the call. This code is used for internal reference, and for immediate contact purposes. Emergency If this check box is selected, the call is considered an emergency. Note If this check box is selected, the Transfer to Warranty Claim option in the Specific is disabled. Bad Fix If this check box is selected, the call is considered a bad fix. Note ERP LN will select this check box if both of the following conditions apply: The call relates to a serialized item. The call is received within the time fence specified in the Call Parameters (tsclm0100m000) session. 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 Status Status Comment Description A brief description of the problem. Comment History Use the arrow buttons to view any previous comments for this call. Comment By The user ID of the call-taker who entered the comment displayed. Comment Date The time at which the comment was entered, expressed in your local time zone. Note You can use these fields to search for specific comments. BP Details BP Call Number The reference number of the business partner's call. Used for emergency contact purposes. Origin The medium through which the call is received from the business partner. Number of Enclosures The number of enclosures relating to the call. Location Contact A unique alphanumeric code that identifies a contact. Note If the contact code selected for this field is not that of a sold-to BP, the Contact for %1$s must have the role Sold-to. error message appears. Tel. The phone number of the business partner. Country The country where the business partner is located. Language The code of the business partner's operating language. You can select this language in the Languages (tcmcs0146m000) session. Description The business partner's operating language. Invoice-to Business Partner The business partner who is invoiced for the call's costs. Invoice-to BP The name of the invoice-to BP. Address Code Address code of the invoice-to business partner. Note This field is only available if the sold-to BP is filled in. Default value is the address specified in the invoice-to BP's general business partner details. Address Address of the invoice-to business partner. Street Street where the invoice-to BP (customer) is located. This field is filled in automatically when the appropriate address code is selected. House Number The door number of the invoice to business partner. This field is automatically filled when the invoice to business partner is selected. City City where the invoice-to BP is located. This field is filled in automatically when the appropriate address code is selected. ZIP Code The ZIP code of the invoice-to BP. This field is filled in automatically when the appropriate address code is selected. Invoice-to Contact The code of the invoice-to BP contact. Phone Phone number of the invoice-to BP contact. Invoice Interval The code of the invoice interval used. Invoice intervals are created, viewed, and maintained in the Invoicing Intervals (tsclm0170m000) session. Invoice Interval The description of the selected invoice interval. Currency The currency in which the invoice-to business partner operates. Invoice Text If this check box is selected, invoice text is present. Invoice Created If this check box is selected, an invoice has been created. Pay-by Business Partner The code of the business partner who pays for solving the call. Pay-by BP The name of the business partner who pays for solving the call. Address Code Address code of the pay-by business partner. Street Street where the pay-by BP is located. This field is filled in automatically when the appropriate address code is selected. House Number Door number of the pay-by BP. This field is filled in automatically when the appropriate address code is selected. City City where the pay-by BP is located. This field is filled in automatically when the appropriate address code is selected. ZIP Code The ZIP code of the pay-by BP. This field is filled in automatically when the appropriate address code is selected. Pay-by Contact The code of the pay-by BP contact. Phone Phone number of the pay-by BP contact. Routing Call Center The call center where the call was registered. Call Taker The user who registers the call. Reported Time The date and time when a call was received and registered. Parent Call If the call has been derived from a previous (parent) call, that call's code will be displayed here. Because only one problem can be logged for each call, if a business partner calls with more than one problem, a corresponding number of calls must be created. To create such calls, choose Create Follow-up Call... on the Specific menu, or use CTRL + F1. Follow-up Call If the customer has made a follow-up (child) call, the call's code will be displayed here. Follow-up calls are usually created when a customer reports more than one problem at the same time, because only one problem can be logged for each registered call. Note If a call already has one or more follow-up calls, the code of any new follow-up call will be filled in on the last call in the chain of follow-ups. Support Department The support department to which the call has been assigned by the call center. Support Engineer The support engineer to whom the call has been assigned. If the support engineer is unable to solve the call, you can reassign the call to a different support center. Covered Item The code of the covered item. Use the field to check if you can provide coverage(either from a Warranty or from a Contract) to the item that is delivered or loaned to the customer Note The Contract/Warranty is picked up based on the Covered Item/Serial. Covered Item Serial Number The serial number of the covered item. Name The name of the support engineer to whom the call has been assigned by the call taker. This field is filled in automatically when the appropriate employee code is selected. Service/Repair Department The service department assigned by the support center to carry out the activity required to solve the call. Note If a call is moved to Service Order Control, the order is created with this department. Service Engineer The code of the service engineer to whom the service order has been assigned. Related Order The service order number created if the call is transferred to Service Order Control. Note The time spent solving the call will be invoiced. Related Order The maintenance sales order number created if the call is transferred to Maintenance Sales Control. If a call cannot be solved by the support engineer and the related item must be shipped to the depot for maintenance work, the call is transferred to a maintenance sales order. Related Field Change Order The field change order (FCO) that is linked to the call. If a FCO is present for a item, Infor ERP LN prompts the user to link the FCO to the call and opens the Field Change Orders (tssoc5100m000) session to allow the user to select the FCO. Related Field Change Order Line The field change order lines. If the field change order line is linked to a call, you can transfer the FCO line to a service order. The FCO line is updated with the service order details when you transfer the call to a service order. You can resolve the call only if you transfer the call to field service order. Subcontractor Agreement The agreement between the service organization and the subcontractor. Description The name of the subcontractor agreement. Buy-from Business Partner The business partner from whom you order goods or services; this usually represents a supplier's sales department. The definition includes the default price and discount agreements, purchase-order defaults, terms of delivery, and the related ship-from and invoice-from business partner. This field is filled in automatically from the subcontractor agreement, if the item that the call relates to is covered by such an agreement. This occurs if the Item field on the Register tab is filled in with a serialized item or model item, covered by a subcontractor agreement. Related topics Default means of communication Name The name of the business partner. Address The buy-from business partner address. This field is filled in automatically if the call-related item is covered by a subcontractor agreement. Related topics Default means of communication Ship-from BP The business partner that ships the ordered goods to your organization. This usually represents a supplier's distribution center or warehouse. The definition includes the default warehouse at which you want to receive the goods and if you want to inspect the goods, the carrier that takes care of the transport, and the related buy-from business partner. This field is usually filled in if a subcontract provider (buy-from BP) has several branches, and if the branch that carries out the service is the ship-from BP. This enables the ship-from BP nearest to the item's location address to be selected to provide the service. You can only change the ship-from BP if a buy-from BP is present, and if only ship-from BPs related to the buy-from BP are displayed. Related topics Default means of communication Address The ship-from business partner address. Related topics Default means of communication Diagnosis Response Time The response time code. ERP LN uses the following search path to determine the default value: If a service contract covers the call's cluster or item, the response time defined for the service contract in the Contract Help Desk Terms (tsctm1135s300) session is the default. The response time defined for the call's sold-to business partner in the Business Partners (tccom4100s000) session, however, if no response time is defined in this session: The response time selected in the Call Parameters (tsclm0100m000) session. Related topics Response time Response Time The name or description of the response time. Initial Priority The priority given to the call when first registered, based on the initial time left to solve the call, and selected from the range of values in the Priority Time Scale (tsclm0124m000) session. ERP LN bases the initial priority on the initial time left. The initial time left is the product of the priority factor and the solution start time or the solution finish time. The Priority Definition method selected in the Call Parameters (tsclm0100m000) session determines whether the solution start time or the solution finish time is used to determine the initial time left. Related topics Item Priority Problem Priority Sold-to BP Priority Priority Actual Priority The current priority of the call, determined by the actual time left and the values defined in the Priority Time Scale (tsclm0124m000) session. Note
    actual time left = (initial time) - (time passed)
Description A short description of the call's problem. Latest Comment Any extra information describing the problem. Solution Text Any extra information gathered to provide the actual solution, compared to the expected solution. Reported Problem The reported problem. Selected from the Problems (tsclm3130m000) session. 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. Required Activity The required activity selected from the Reference Activities (tsacm1101m000) session. Duration The planned duration for solving the registered problem. The duration of the activity that is entered in the Required Activity field. The duration of the solution that is entered in the Expected Solution field. Duration The time unit in which the solution duration is expressed. The time unit for duration is defined in the General Service Parameters (tsmdm0100m000) session. 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. Activity Taken The activity that is carried out to solve the problem. Spent Time The total amount of time the support engineer spent solving the call. This value, subject to constraints of the invoice interval, is used to invoice the business partner. Down Time The actual downtime registered by the support engineer. Appointment If this check box is selected, the call-taker or support engineer has an appointment with the customer. To set an appointment, click the appropriate button on the toolbar, or choose Appointment on the Specific menu. Execution Start The date and time of the execution of the call. Execution Finish The date and time when the call is executed. Assessment Time The time when the call was assigned to the support engineer. Solution Time The time when the call status was changed to Solved. Accepted Time The time when the call status was changed to Accepted. 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. Reason The reason why the call has been put on hold. Note If the Waiting check box is cleared, the text in this field is also cleared. New BP Starts the Business Partners (tccom4500m000) session, in which you can view and maintain business partner details. To add new business partners, on the File menu, choose New, or click the New button. BP Times Click this button to start the Times in business partner Time Zone (tsclm1111m000) session. ... Starts the Sold-to Business Partners (tccom4110s000) session, which can be used to change or maintain the details of the sold-to business partners. Go To Use this command to view a follow-up call and a parent call. Follow-up Call Use this command to view a follow-up call. Parent Call Use this command to view the parent call associated with the call. This option is enabled only if a parent call is associated with the call. Show Attachments Use this command to link documents. Blocking Reason Use this command to include a blocking reason to the call. This command starts the Blocking Reasons (tsmdm1101m000) session. Generate FCO Line Creates a field change order line. Transfer to Warranty Claim Transfers the call to a new service order with the Warranty Claim check box selected. If the Emergency check box is selected, the option is disabled. Transfer to Service Order Use this command to transfer a call to service order. Plan Service Order Use this command to plan a service order. Transfer to Maint. Sales Order Use this command to transfer a call into a maintenance sales order. For Repair in Depot ... For Parts Delivery ... For Parts Receipt ... For Parts Loan ... Transfer Call to Subcontractor Use this command to transfer the call to a subcontractor. Resend Call to Subcontractor Use this command to resend the call to the subcontractor. Start/Stop Timer Use this function to record the time spent in solving a call. Appointment Starts the Appointments (tsmdm0123m000) session. Diagnostic Tree Opens the graphic version of the Diagnostic Tree (tsclm3120m000) session, with your selected item's start question as the beginning point. Process Use this command to process a call. Accept Use this command to accept the call. (Create) Invoice Use this command to create an invoice for the call. Transaction Log Starts the Call Transaction Log (tsclm8580m000) session. Probability Analysis Starts the Probability Analysis-Problems and Solution (tsclm3161m000) session. Calls - History Starts the Calls - History session. |