<?xml version="1.0" encoding="utf-8"?>
<ManualTopic ID="/baanerp/ts/onlinemanual/000378" xml:lang="en">
   <Header>
      <Title>Transfer call</Title>
      <Keyword type="header" order="d1e2424806">
         <Level1>Transfer Call</Level1>
      </Keyword>
   </Header>
   <AimSection>
      <List>
         <ListIntro>You can transfer a call, for example, for the following
		  reasons:</ListIntro>
         <ListItemHead>The call requires field engineer service</ListItemHead>
         <ListItem>The calltaker enters the details of the service department to
		  which the call must be transferred and generates a service order to transfer
		  the call to the service order control.</ListItem>
         <ListItemHead>The call must be handled by a subcontractor</ListItemHead>
         <ListItem>If the call center signed a contract with a subcontractor to
		  provide service to the given item, the calltaker views the details of the
		  subcontract agreement and informs the subcontractor of the call details, such
		  as the item, location address, and the problem, either by phone, fax, or
		  e-mail.</ListItem>
         <ListItemHead>The call requires depot repair or shop
		  maintenance</ListItemHead>
         <ListItem>The calltaker transfers the call to the maintenance sales
		  control in which a maintenance sales order is created with the details of the
		  call.</ListItem>
      </List>
      <Paragraph>The following section describes each of these steps in detail.</Paragraph>
   </AimSection>
   <GeneralSection>
      <SectionTitle>To transfer a call to Service Order Control</SectionTitle>
      <ProcedureList>
         <ListIntro>To transfer a call to Service Order Control, take the
		  following steps:</ListIntro>
         <ListItem>Register the call in the <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session. Check if the call must be transferred to service order control. If a
		  service engineer 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>.</ListItem>
         <ListItem>If the call must be transferred to service order control, in
		  the <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session, on the <GUIRef href="" role="manual">Routing</GUIRef> tab, enter <GUIRef href="" role="manual">Service Department</GUIRef>.</ListItem>
         <ListItem>If the call is marked as an emergency, specify a value in the <GUIRef href="" role="manual">Service Engineer</GUIRef> field on the <GUIRef href="" role="manual">Routing</GUIRef> tab in
		  the <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session.</ListItem>
         <ListItem>Transfer the call to service order control: in the <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session, on <GUIRef href="" role="manual">Specific</GUIRef> menu, click <GUIRef href="" role="manual">Transfer to Service Order</GUIRef> to transfer the call to Service
		  Order Control.</ListItem>
         <ListItem>If you transfer a call to service order control, 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>
      </ProcedureList>
   </GeneralSection>
   <GeneralSection>
      <SectionTitle>To transfer a call to Maintenance Sales Order
		Control</SectionTitle>
      <ProcedureList>
         <ListIntro>To transfer a call to Maintenance Sales Order Control, take
		  the following steps:</ListIntro>
         <ListItem>Register the call in the <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session.</ListItem>
         <ListItem>Check if the call must be transferred to Maintenance Sales
		  Order Control. A <Link href="/baanerp/ts/glossary/glossary#000414" role="glossary">maintenance sales order</Link> is required in the following
		  cases: <List>
               <ListItem>The customer needs spare parts and calls the call center to
				meet the 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 they receive the repaired original
				item.</ListItem>
            </List>
         </ListItem>
         <ListItem>In the <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session, on the <GUIRef href="" role="manual">Routing</GUIRef> tab, enter the <GUIRef href="" role="manual">Service Engineer</GUIRef> and
		  the <GUIRef href="" role="manual">Repair Department</GUIRef>.</ListItem>
         <ListItem>To transfer the call to Maintenance Sales Order Control, in the <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session, on the <GUIRef href="" role="manual">Specific</GUIRef> menu, click <GUIRef href="" role="manual">Transfer to Maintenance Sales Order Control</GUIRef>.</ListItem>
         <ListItem>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>
         <ListItem>
            <Paragraph>To create the maintenance sales orders, you can use any of
			 the following lines:</Paragraph>
            <List>
               <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>
         </ListItem>
      </ProcedureList>
   </GeneralSection>
   <GeneralSection>
      <SectionTitle>To transfer a call to Subcontractor</SectionTitle>
      <ProcedureList>
         <ListIntro>To transfer a call to Subcontractor, take the following
		  steps:</ListIntro>
         <ListItem>Register the call in <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session.</ListItem>
         <ListItem>Check if the call must be transferred to subcontractor. If the
		  item is covered by a subcontract agreement, LN displays the
		  subcontract agreement information when you register the call.</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="" role="manual">Specific</GUIRef> menu, click <GUIRef href="/baanerp/ts/clm/tsclm1100m000#transf.call.to.subct" role="command">Transfer Call to Subcontractor</GUIRef>. When you transfer
		  the call to the subcontractor, LN prompts you to identify the media through which the information
		  must be passed to the subcontractor.</ListItem>
         <ListItem>If you transfer a call to a subcontractor, 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>
      </ProcedureList>
      <Paragraph>Depending on the status specified in the subcontract agreement,
		you can decide to transfer the call to the subcontractor.</Paragraph>
   </GeneralSection>
</ManualTopic>