<?xml version="1.0" encoding="utf-8"?>
<ManualTopic ID="/baanerp/ts/onlinemanual/000377" xml:lang="en">
   <Header>
      <Title>Solve the call</Title>
      <Keyword type="header" order="d1e2790367">
         <Level1>Solve Call</Level1>
      </Keyword>
   </Header>
   <AimSection>
      <Paragraph>To solve the call, you can provide the actual problem
		identified, the actual solution determined, and actual activity required. Based
		on the time spent to solve the call, and based on whether the company invoices
		the customer, the total costs and sales incurred on the call is
		determined.</Paragraph>
   </AimSection>
   <GeneralSection>
      <ProcedureList>
         <ListIntro>The process to solve a call consists of the following
		  steps:</ListIntro>
         <ListItem>Register the call in the <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session. The calltaker tries to identify the problem and the required solution
		  through questions and answers from the customer. You can use the <GUIRef href="" role="manual">Diagnostic Tree (tsclm3120m000)</GUIRef> session to construct,
		  maintain, and use diagnostic trees to solve calls.</ListItem>
         <ListItem>Solve the call. If the call is solved through help desk, the
		  support engineer can set the call status to Solved. In the <GUIRef href="" role="manual">Call (tsclm1100m000)</GUIRef> session, on the <GUIRef href="" role="manual">Specific</GUIRef> menu, click <GUIRef href="" role="manual">Solve</GUIRef> to solve a call.</ListItem>
         <ListItem>If the support engineer is unable to solve the call, you can
		  reassign the call to another support engineer or support department. To
		  reassign multiple calls, use the <GUIRef href="/baanerp/ts/clm/tsclm1215m000" role="session">Reassign Calls between Support Departments (tsclm1215m000)</GUIRef> session and the <GUIRef href="/baanerp/ts/clm/tsclm1220m000" role="session">Reassign Calls between Support Engineers (tsclm1220m000)</GUIRef> session.</ListItem>
         <ListItem>Record the time spent on the call. To record the time spent,
		  you can either set the timer or enter the time manually. If the support
		  engineer keeps the call in waiting, ERP Enterprise updates the used time. When the support engineer
		  solves the call and stops the timer, the spent time is updated.</ListItem>
         <ListItem>ERP Enterprise updates the <GUIRef href="" role="manual">Calls - History (tsclm8520m000)</GUIRef> session.</ListItem>
      </ProcedureList>
      <Paragraph>If the customer accepts the solution the support engineer
		provides, you must change the call status from <GUIRef href="" role="manual">Solved</GUIRef> to <GUIRef href="" role="manual">Accepted</GUIRef>.</Paragraph>
   </GeneralSection>
</ManualTopic>