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<ManualTopic ID="/baanerp/ts/onlinemanual/000081" xml:lang="en">
   <Header>
      <Title>Call handling</Title>
      <Keyword type="header" order="d1e2421363">
         <Level1>Call Handling</Level1>
      </Keyword>
   </Header>
   <GeneralSection>
      <ProcedureList>
         <ListIntro>The call handling process consists of the following steps,
		  each of which is described subsequently:</ListIntro>
         <ListItem>The call taker registers the call. LN then changes the
		  call status to <GUIRef href="" role="manual">Registered</GUIRef>.</ListItem>
         <ListItem>The call taker assigns the call to a support engineer, if the
		  call taker and the support engineer are not the same person. LN changes the call
		  status to <GUIRef href="" role="manual">Assigned</GUIRef>
         </ListItem>
         <ListItem>The support engineer starts to process the call. LN changes the call
		  status to <GUIRef href="" role="manual">In Process</GUIRef>
         </ListItem>
         <ListItem>The support engineer analyses and solves the problem, and sets
		  the status of the call to <GUIRef href="/baanerp/ts/domains/clm.stat#solved" role="option">Solved</GUIRef>.</ListItem>
         <ListItem>If the support engineer is unable to solve the problem, the
		  call can be reassigned to another support department or support engineer.</ListItem>
         <ListItem>If the customer accept the provided solution and the call taker
		  or the support engineer sets the call status to <GUIRef href="/baanerp/ts/domains/clm.stat#accept" role="option">Accepted</GUIRef>.</ListItem>
      </ProcedureList>
      <ProcedureList>
         <ListItemHead>Register the call</ListItemHead>
         <ListItem>
            <Paragraph>Enter the details of the customer, item, and the problem in
			 the <GUIRef href="/baanerp/ts/clm/tsclm1100m000" role="session">Call (tsclm1100m000)</GUIRef> session.</Paragraph>
            <Paragraph>If any of the blocking reasons selected in the <GUIRef href="" role="manual">Call Parameters (tsclm0100m000)</GUIRef> session apply to the customer, LN displays a message.
			 If registration of the call is blocked, the call taker must inform the customer
			 of the blocking reason so that the customer can resolve the blocking
			 reason.</Paragraph>
            <Paragraph>After you register the call details, LN sets the call
			 status to <GUIRef href="/baanerp/ts/domains/clm.stat#regist" role="option">Registered</GUIRef>.</Paragraph>
            <Paragraph>If you also act as the support engineer, process the call as
			 described in Step 5.</Paragraph>
         </ListItem>
         <ListItemHead>Assign the call</ListItemHead>
         <ListItem>
            <Paragraph>Use the <GUIRef href="" role="manual">Calls to be Assigned (tsclm1513m000)</GUIRef> session to assign the call. Based on the priority of
			 the call, assign the calls to a support engineer to solve or to a service
			 engineer if the call is an emergency call. Transfer the call to the field
			 service engineer if the problem must be addressed in the field.</Paragraph>
            <Paragraph>If you allocate both the service center and the support
			 engineer, LN sets the
			 call status to <GUIRef href="/baanerp/ts/domains/clm.stat#assign" role="option">Assigned</GUIRef>.</Paragraph>
         </ListItem>
         <ListItemHead>Process the call</ListItemHead>
         <ListItem>
            <Paragraph>Set the call status to <GUIRef href="/baanerp/ts/domains/clm.stat#process" role="option">In Process</GUIRef> when you start to investigate the call. Before you attempt to
			 solve the call, you can set the timer ton <GUIRef href="" role="manual">On</GUIRef>.</Paragraph>
            <Paragraph>To identify the problem, in some cases, you must contact the
			 customer and ask further questions. If this takes some time, you can set the
			 call status to <GUIRef href="" role="manual">Waiting</GUIRef> to indicate that more information is
			 required from the business partner.</Paragraph>
         </ListItem>
         <ListItemHead>Solve the call</ListItemHead>
         <ListItem>After you solve the problem, LN sets the call
		  status to <GUIRef href="/baanerp/ts/domains/clm.stat#solved" role="option">Solved</GUIRef>. Before LN sets the call status to solved, enter the value
		  in <GUIRef href="" role="manual">Actual Problem</GUIRef>, <GUIRef href="" role="manual">Actual Solution</GUIRef>, <GUIRef href="" role="manual">Time Spent to solve the call</GUIRef> in <GUIRef href="/baanerp/ts/clm/tsclm1100m000" role="session">Call (tsclm1100m000)</GUIRef> session.</ListItem>
         <ListItemHead>Deliver the solution</ListItemHead>
         <ListItem>Set the call status to <GUIRef href="/baanerp/ts/domains/clm.stat#accept" role="option">Accepted</GUIRef> if the customer is satisfied with the solution
		  the call center provides.</ListItem>
      </ProcedureList>
      <Paragraph>If the support engineer cannot solve the call, or if the call
		center cannot handle the type of call, you can reassign the call or transfer
		the call to a different department.</Paragraph>
   </GeneralSection>
   <GeneralSection>
      <SectionTitle>To reassign the call</SectionTitle>
      <Paragraph>If the support engineer cannot solve the call, you can reassign
		the call to a different support department or a different support engineer.</Paragraph>
      <List>
         <ListIntro>To reassign calls, use one of the following
		  sessions:</ListIntro>
         <ListItem> 
            <GUIRef href="/baanerp/ts/clm/tsclm1215m000" role="session">Reassign Calls between Support Departments (tsclm1215m000)</GUIRef>
         </ListItem>
         <ListItem> 
            <GUIRef href="/baanerp/ts/clm/tsclm1220m000" role="session">Reassign Calls between Support Engineers (tsclm1220m000)</GUIRef>
         </ListItem>
      </List>
   </GeneralSection>
   <GeneralSection>
      <SectionTitle>To transfer the call to Service Order Control</SectionTitle>
      <List>
         <ListItem>If a field service activity is required, you can transfer the
		  call to <GUIRef href="/baanerp/ts/soc" role="module">Service Order Control</GUIRef>, or immediately plan the work in <GUIRef href="/baanerp/ts/soc" role="module">Service Order Control</GUIRef> if
		  the visit is urgent.</ListItem>
         <ListItem>To transfer a call to <GUIRef href="/baanerp/ts/soc" role="module">Service Order Control</GUIRef>, in
		  the <GUIRef href="/baanerp/ts/clm/tsclm1100m000" role="session">Call (tsclm1100m000)</GUIRef> session, on the <GUIRef href="/baanerp/ts/clm/tsclm1100m000#transfer.to.service.order" role="command">Specific</GUIRef> menu, click <GUIRef href="/baanerp/ts/clm/tsclm1100m000#transfer.to.service.order" role="command">Transfer to Service Order</GUIRef>. LN changes the call
		  status from <GUIRef href="/baanerp/ts/domains/clm.stat#process" role="option">In Process</GUIRef> to <GUIRef href="/baanerp/ts/domains/clm.stat#transf" role="option">Transferred</GUIRef>.</ListItem>
      </List>
   </GeneralSection>
   <GeneralSection>
      <SectionTitle>To transfer a call to subcontractor</SectionTitle>
      <List>
         <ListItem>If the item is covered by a subcontract agreement, LN displays the
		  subcontract agreement information when you register the call.</ListItem>
         <ListItem>Depending on the status specified in the subcontract agreement,
		  you can decide to transfer the call to the subcontractor.</ListItem>
         <ListItem>To transfer a call to a subcontractor, in the <GUIRef href="/baanerp/ts/clm/tsclm1100m000" role="session">Call (tsclm1100m000)</GUIRef> session, on the <GUIRef href="/baanerp/ts/clm/tsclm1100m000#transfer.to.service.order" role="command">Specific</GUIRef> menu, click <GUIRef href="/baanerp/ts/clm/tsclm1100m000#transf.call.to.subct" role="command">Transfer Call to Subcontractor</GUIRef>.</ListItem>
      </List>
   </GeneralSection>
   <GeneralSection>
      <SectionTitle>To transfer a call to Maintenance Sales Order
		Control</SectionTitle>
      <Paragraph>In some situations, you can transfer the call to Maintenance
		Sales Order Control.</Paragraph>
      <List>
         <ListIntro>A <Link href="/baanerp/ts/glossary/glossary#000414" role="glossary">maintenance sales order</Link> is required in some of the
		  following situations:</ListIntro>
         <ListItem>The customer needs some spare parts and calls the call center
		  with this request.</ListItem>
         <ListItem>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 receiving the repaired original item.</ListItem>
      </List>
      <Paragraph>To transfer a call to <GUIRef href="/baanerp/ts/msc" role="module">Maintenance Sales Control</GUIRef>, in the <GUIRef href="/baanerp/ts/clm/tsclm1100m000" role="session">Call (tsclm1100m000)</GUIRef> session, on the <GUIRef href="/baanerp/ts/clm/tsclm1100m000#transfer.to.service.order" role="command">Specific</GUIRef> menu, click <GUIRef href="/baanerp/ts/clm/tsclm1100m000#transfer.to.msc" role="command">Transfer to Maint. Sales Order</GUIRef>.</Paragraph>
      <List>
         <ListIntro>To create the maintenance sales orders, use any of the
		  following options:</ListIntro>
         <ListItem>
            <GUIRef href="/baanerp/ts/clm/tsclm1100m000#for.repair.in.depot" role="command">For Repair in Depot</GUIRef>
         </ListItem>
         <ListItem>
            <GUIRef href="/baanerp/ts/clm/tsclm1100m000#for.parts.delivery" role="command">For Parts Delivery</GUIRef>
         </ListItem>
         <ListItem>
            <GUIRef href="/baanerp/ts/clm/tsclm1100m000#for.parts.receipt" role="command">For Parts Receipt</GUIRef>
         </ListItem>
         <ListItem>
            <GUIRef href="/baanerp/ts/clm/tsclm1100m000#for.parts.loan" role="command">For Parts Loan</GUIRef>
         </ListItem>
      </List>
   </GeneralSection>
</ManualTopic>