<?xml version="1.0" encoding="utf-8"?>
<Session ID="/baanerp/ts/clm/tsclm1513m000" xml:lang="en">
   <Header>
      <Title>Calls to be Assigned (tsclm1513m000)</Title>
   </Header>
   <HelpTopic>
      <AimSection>
         <Paragraph>Use this session to assign
		  calls to a support department and a related support engineer.</Paragraph>
      </AimSection>
      <GeneralSection>
         <List>
            <ListIntro>Use the commands on the <Link href="/baanerp/tc/glossary/glossary#specific" role="glossary">appropriate</Link> menu or the buttons on
			 the toolbar to:</ListIntro>
            <ListItem>Reassign calls between
			 support departments in the <GUIRef href="/baanerp/ts/clm/tsclm1215m000" role="session">Reassign Calls between Support Departments (tsclm1215m000)</GUIRef> session.</ListItem>
            <ListItem>Reassign calls between
			 support engineers in the <GUIRef href="/baanerp/ts/clm/tsclm1220m000" role="session">Reassign Calls between Support Engineers (tsclm1220m000)</GUIRef> session.</ListItem>
            <ListItem>Update the time left
			 to solve call.</ListItem>
            <ListItem>View a call's changes
			 in the <GUIRef href="/baanerp/ts/clm/tsclm8580m000" role="session">Call Transaction Log (tsclm8580m000)</GUIRef> session.</ListItem>
         </List>
      </GeneralSection>
      <RelatedTopics>
         <SectionTitle>Related topics</SectionTitle>
         <RelTopic>
            <Link href="/baanerp/ts/onlinemanual/000316" role="manual">Escalated and deferred calls</Link>
         </RelTopic>
      </RelatedTopics>
   </HelpTopic>
   <Fields>
      <FieldHelp ID="tsclm100.ccll">
         <Header>
            <Title>Call Number</Title>
         </Header>
         <FuncDesc>The code that identifies the call. This code is used for
		  internal reference, and for immediate contact purposes.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.shpd">
         <Header>
            <Title>Call Description</Title>
         </Header>
         <FuncDesc>A short description of the call.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.atml">
         <Header>
            <Title>Actual Time Left</Title>
         </Header>
         <FuncDesc>The time left to solve the call.</FuncDesc>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <Paragraph>To update this
			 field, on the <Link href="/baanerp/tc/glossary/glossary#specific" role="glossary">appropriate</Link> menu, choose <GUIRef href="/baanerp/ts/clm/tsclm1513m000#exec.user.5" role="command">Update Actual Time Left</GUIRef>.</Paragraph>
         </Note>
         <RelatedTopics>
            <SectionTitle>Related topics</SectionTitle>
            <RelTopic>
               <Link href="/baanerp/ts/onlinemanual/000305" role="manual">Calculation actual time left and reaction time</Link>
            </RelTopic>
            <RelTopic>
               <Link href="/baanerp/ts/onlinemanual/000080" role="manual">Call Management master data</Link>
            </RelTopic>
         </RelatedTopics>
      </FieldHelp>
      <FieldHelp ID="tsclm100.rtct">
         <Header>
            <Title>Reaction Time</Title>
         </Header>
         <FuncDesc>The time by which the call center must react to a customer's
		call.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.egct">
         <Header>
            <Title>Solution Start Time</Title>
         </Header>
         <FuncDesc>The time by which the support engineer must start solving the
		call.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.svct">
         <Header>
            <Title>Solution Finish Time</Title>
         </Header>
         <FuncDesc>The time by which the support engineer must finish solving the
		call.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.cwoc">
         <Header>
            <Title>Support Department</Title>
         </Header>
         <FuncDesc>The <Link href="/baanerp/ts/glossary/glossary#ServicCenter_ts" role="glossary">support department</Link> to which the call will
		  be assigned to be solved.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.emno">
         <Header>
            <Title>Support Engineer</Title>
         </Header>
         <FuncDesc>The support engineer to whom the call will be assigned to be
		  solved.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.emer">
         <Header>
            <Title>Emergency</Title>
         </Header>
         <FuncDesc>If this check box is selected, the call is considered an <Link href="/baanerp/ts/glossary/glossary#000416" role="glossary">emergency</Link>.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.wait">
         <Header>
            <Title>Waiting</Title>
         </Header>
         <FuncDesc>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.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.blyn">
         <Header>
            <Title>Blocked</Title>
         </Header>
         <FuncDesc>If this check box is selected, the call has been blocked for reasons
		  specified in the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="actual.priority">
         <Header>
            <Title>Actual Priority</Title>
         </Header>
         <FuncDesc>The priority that is given to a call in the <GUIRef href="/baanerp/ts/clm/tsclm1100m000" role="session">Call (tsclm1100m000)</GUIRef> session.</FuncDesc>
         <SimpleSection>
            <Paragraph>The priority is
			 determined by comparing the calculated initial time left to solve a call, with
			 the corresponding solution time defined in the <GUIRef href="/baanerp/ts/clm/tsclm0124m000" role="session">Priority Time Scale (tsclm0124m000)</GUIRef> session.</Paragraph>
         </SimpleSection>
         <RelatedTopics>
            <SectionTitle>Related topics</SectionTitle>
            <RelTopic>
               <Link href="/baanerp/ts/onlinemanual/000346" role="manual">Call priority</Link>
            </RelTopic>
         </RelatedTopics>
      </FieldHelp>
      <FieldHelp ID="tsclm100.prpr">
         <Header>
            <Title>Problem Priority</Title>
         </Header>
         <FuncDesc>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 <GUIRef href="/baanerp/tc/mcs/tcmcs0170m000" role="session">Priorities (tcmcs0170m000)</GUIRef> session.</FuncDesc>
         <RelatedTopics>
            <SectionTitle>Related topics</SectionTitle>
            <RelTopic>
               <Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.cupr" role="formfield">Sold-to BP Priority</Link>
            </RelTopic>
            <RelTopic>
               <Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.obpr" role="formfield">Item Priority</Link>
            </RelTopic>
            <RelTopic>
               <Link href="/baanerp/ts/glossary/glossary#BadFix_ts" role="glossary">Bad fix</Link> priority</RelTopic>
         </RelatedTopics>
      </FieldHelp>
      <FieldHelp ID="tsclm100.cupr">
         <Header>
            <Title>Sold-to BP Priority</Title>
         </Header>
         <FuncDesc>The priority assigned to a <Link href="/baanerp/tc/glossary/glossary#BusinePartne_tc" role="glossary">business partner</Link> in the <GUIRef href="/baanerp/tc/com/tccom4110s000" role="session">Sold-to Business Partner (tccom4110s000)</GUIRef> session.</FuncDesc>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <Paragraph>If, in the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session, the <GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.uspr" role="manual">Use Priorities in Calculating Times</GUIRef> check box is selected, the business
			 partner priority is used to calculate the call's <Link href="/baanerp/ts/glossary/glossary#000392" role="glossary">priority factor</Link>.</Paragraph>
         </Note>
         <RelatedTopics>
            <SectionTitle>Related topics</SectionTitle>
            <RelTopic>
               <Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.obpr" role="formfield">Item Priority</Link>
            </RelTopic>
            <RelTopic>
               <Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.prpr" role="formfield">Problem Priority</Link>
            </RelTopic>
            <RelTopic>
               <Link href="/baanerp/ts/glossary/glossary#BadFix_ts" role="glossary">Bad fix</Link> priority</RelTopic>
         </RelatedTopics>
      </FieldHelp>
      <FieldHelp ID="tccom100.nama">
         <Header>
            <Title>Business Partner</Title>
         </Header>
         <FuncDesc>Name of the Business Partner (customer).</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.obpr">
         <Header>
            <Title>Item Priority</Title>
         </Header>
         <FuncDesc>The priority assigned to an item based on the <Link href="/baanerp/ts/glossary/glossary#000306" role="glossary">cluster</Link> the item belongs to.
		  You select the cluster's priority in the <GUIRef href="/baanerp/ts/bsc/tsbsc1100m000" role="session">Clusters (tsbsc1100m000)</GUIRef> session.</FuncDesc>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <Paragraph>If, in the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session, the <GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.uspr" role="manual">Use Priorities in Calculating Times</GUIRef> check box is selected, the item
			 priority is used to calculate the call's <Link href="/baanerp/ts/glossary/glossary#000392" role="glossary">priority factor</Link>.</Paragraph>
         </Note>
         <RelatedTopics>
            <SectionTitle>Related topics</SectionTitle>
            <RelTopic>
               <Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.cupr" role="formfield">Sold-to BP Priority</Link>
            </RelTopic>
            <RelTopic>
               <Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.prpr" role="formfield">Problem Priority</Link>
            </RelTopic>
            <RelTopic>
               <Link href="/baanerp/ts/glossary/glossary#BadFix_ts" role="glossary">Bad fix</Link> priority</RelTopic>
         </RelatedTopics>
      </FieldHelp>
      <FieldHelp ID="clm1513.prio">
         <Header>
            <Title>Bad Fix Priority</Title>
         </Header>
         <FuncDesc>The priority assigned to a <Link href="/baanerp/ts/glossary/glossary#BadFix_ts" role="glossary">bad fix</Link>.</FuncDesc>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <Paragraph>If, in the <GUIRef href="/baanerp/ts/clm/tsclm0100m000" role="session">Call Parameters (tsclm0100m000)</GUIRef> session, the <GUIRef href="/baanerp/ts/clm/tsclm0100m000#tsclm000.uspr" role="manual">Use Priorities in Calculating Times</GUIRef> check box is selected, the bad fix
			 priority is used to calculate the call's <Link href="/baanerp/ts/glossary/glossary#000392" role="glossary">priority factor</Link>.</Paragraph>
         </Note>
         <RelatedTopics>
            <SectionTitle>Related topics</SectionTitle>
            <RelTopic>
               <Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.cupr" role="formfield">Sold-to BP Priority</Link>
            </RelTopic>
            <RelTopic>
               <Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.obpr" role="formfield">Item Priority</Link>
            </RelTopic>
            <RelTopic>
               <Link href="/baanerp/ts/clm/tsclm1509m000#tsclm100.prpr" role="formfield">Problem Priority</Link>
            </RelTopic>
         </RelatedTopics>
      </FieldHelp>
      <FieldHelp ID="tsclm100.clst">
         <Header>
            <Title>Cluster</Title>
         </Header>
         <FuncDesc>The <Link href="/baanerp/ts/glossary/glossary#000306" role="glossary">cluster</Link> that the item, for
		  which the call is raised, belongs to.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.item">
         <Header>
            <Title>Item</Title>
         </Header>
         <FuncDesc>The code of the item to which the call relates.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.sern">
         <Header>
            <Title>Serial Number</Title>
         </Header>
         <FuncDesc>The <Link href="/baanerp/ts/glossary/glossary#SerialNumber_ts" role="glossary">serial number</Link> of the item to which the call
		  relates.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.rprl">
         <Header>
            <Title>Reported Problem</Title>
         </Header>
         <FuncDesc>The <Link href="/baanerp/ts/glossary/glossary#000064" role="glossary">reported problem</Link>. Selected
		  from the <GUIRef href="/baanerp/ts/clm/tsclm3130m000" role="session">Problems (tsclm3130m000)</GUIRef> session.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.cgrp">
         <Header>
            <Title>Call Group1</Title>
         </Header>
         <FuncDesc>The code that identifies the <Link href="/baanerp/ts/glossary/glossary#CallGroup_ts" role="glossary">call group</Link> category.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.scgr">
         <Header>
            <Title>Call Group2</Title>
         </Header>
         <FuncDesc>The code that identifies the subordinate <Link href="/baanerp/ts/glossary/glossary#CallGroup_ts" role="glossary">call group</Link> category.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="clm1513.cwte">
         <Header>
            <Title>Warranty</Title>
         </Header>
         <FuncDesc>The <Link href="/baanerp/ts/glossary/glossary#Warranty_ts" role="glossary">warranty</Link> agreement covering
		  the call costs.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsctm300.desc">
         <Header>
            <Title>Contract</Title>
         </Header>
         <FuncDesc>The <Link href="/baanerp/ts/glossary/glossary#ServicContra_ts" role="glossary">service contract</Link> covering the call.</FuncDesc>
      </FieldHelp>
   </Fields>
   <FormCommands>
      <CommandHelp ID="exec.user.4">
         <Header>
            <Title>Details</Title>
         </Header>
         <FuncDesc>Use this command to view the details of a particular
		  call.</FuncDesc>
      </CommandHelp>
   </FormCommands>
</Session>