<?xml version="1.0" encoding="utf-8"?>
<ManualTopic ID="/baanerp/ts/onlinemanual/000316" xml:lang="en">
   <Header>
      <Title>Escalated and deferred calls</Title>
      <Keyword type="header" order="d1e2423343">
         <Level1>escalated</Level1>
      </Keyword>
      <Keyword type="header" order="d1e2423346">
         <Level1>deferred</Level1>
      </Keyword>
   </Header>
   <GeneralSection>
      <SectionTitle>Escalated calls</SectionTitle>
      <Paragraph>The term <Emphasis>escalated calls</Emphasis> refers to all
		calls that must be processed to avoid escalation. This concept of escalated
		calls enables you to list the calls in order of their actual escalation
		priority. Escalated calls are neither special, nor are the calls escalated for
		a specific reason.</Paragraph>
      <Paragraph>Escalated calls are
		calls that must be dealt with, remain to be assigned, or for which the assigned
		person is yet to handle the call in process. Blocked calls and waiting calls
		cannot be defined as escalated calls, because these calls cannot be handled.</Paragraph>
      <List>
         <ListIntro>Therefore, a call is escalated if the call is:</ListIntro>
         <ListItem> 
            <GUIRef href="/baanerp/ts/domains/clm.stat#regist" role="option">Registered</GUIRef>
         </ListItem>
         <ListItem> 
            <GUIRef href="/baanerp/ts/domains/clm.stat#assign" role="option">Assigned</GUIRef>
         </ListItem>
         <ListItem>
            <GUIRef href="" role="manual">Not blocked</GUIRef>
         </ListItem>
         <ListItem>
            <GUIRef href="" role="manual">Not waiting</GUIRef>
         </ListItem>
      </List>
      <Paragraph>Escalated calls are
		listed in order of priority, which is determined by the available time to solve
		the call, or the available time to start to solve the call, which depends on
		the <GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.prdf" role="manual">Priority Definition</GUIRef> parameter defined in the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session.</Paragraph>
   </GeneralSection>
   <GeneralSection>
      <SectionTitle>Deferred calls</SectionTitle>
      <Paragraph>Deferred calls are calls
		that must be handled, and for which the status does not change within the
		specified period. A registered call, for example, is not set to <GUIRef href="/baanerp/ts/domains/clm.stat#assign" role="option">Assigned</GUIRef> status in time or
		an assigned call is not set to <GUIRef href="/baanerp/ts/domains/clm.stat#process" role="option">In Process</GUIRef> status in time. The <GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.dftm" role="manual">Time Fence</GUIRef> parameter in the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session determines the period for status change.</Paragraph>
      <List>
         <ListIntro>The time fence is used in two ways:</ListIntro>
         <ListItem>The time fence added to
		  the time at which the call is registered indicates when the call must be
		  assigned.</ListItem>
         <ListItem>The time fence added to
		  the time at which the call is assigned indicates when the call must be in
		  process.</ListItem>
      </List>
      <List>
         <ListIntro>In other words, a call is deferred if:</ListIntro>
         <ListItem>The call is registered
		  and the current time is past the registration time plus time fence.</ListItem>
         <ListItem>The call is assigned and
		  the current time is past the assigned time plus time fence. The call is not
		  blocked.</ListItem>
      </List>
      <Note>
         <SectionTitle>Note</SectionTitle>
         <Paragraph>In contrast to
		  escalated calls, deferred calls also include waiting calls, because calls that
		  are waiting and have passed the time fence must be brought to the attention of
		  the help desk employee.</Paragraph>
      </Note>
   </GeneralSection>
   <GeneralSection>
      <SectionTitle>To view escalated calls and deferred calls</SectionTitle>
      <Paragraph>You can activate a
		filter through which you can list both escalated and the deferred calls.
		However, if you have ten escalated calls and ten deferred calls, this does not
		imply that the list consists of twenty calls, because calls can be escalated
		and deferred at a given time. This condition applies to calls that have passed
		the time fence and that are not <GUIRef href="" role="manual">Waiting</GUIRef>.</Paragraph>
      <Note>
         <SectionTitle>Note</SectionTitle>
         <List>
            <ListItem>When a call is
			 blocked, the call is not listed by any of the three possible filters for
			 further processing, because a blocked call is not the responsibility of the
			 help desk. A call is blocked for financial causes, and must, therefore, be
			 addressed by someone other than the help desk manager.</ListItem>
            <ListItem>You cannot view a call
			 that is overdue. However, overdue calls that have not been processed are also
			 deferred calls. In other words, the <GUIRef href="" role="manual">Deferred Calls</GUIRef> filter
			 enables you to list the subset of the overdue calls. Similarly, you can use the <GUIRef href="" role="manual">Escalated Calls</GUIRef> filter to list calls that are overdue,
			 deferred, and not waiting.</ListItem>
         </List>
      </Note>
   </GeneralSection>
</ManualTopic>