<?xml version="1.0" encoding="utf-8"?>
<Session ID="/baanerp/ts/clm/tsclm1517m000" xml:lang="en">
   <Header>
      <Title>Support Engineer Call Queue (tsclm1517m000)</Title>
   </Header>
   <HelpTopic>
      <AimSection>
         <Paragraph>Use this session to list the calls that are
		  assigned to the displayed 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>View waiting calls,
			 non-waiting calls, or all calls.</ListItem>
            <ListItem>Process a call.</ListItem>
            <ListItem>Update the time left
			 to solve a 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>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <Paragraph>The current user's call queue is displayed.</Paragraph>
         </Note>
      </GeneralSection>
   </HelpTopic>
   <Fields>
      <FieldHelp ID="support.engineer">
         <Header>
            <Title>Support Engineer</Title>
         </Header>
         <FuncDesc>The code of the support engineer to whom the calls have been
		  assigned.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tccom001.nama">
         <Header>
            <Title>Support Engineer</Title>
         </Header>
         <FuncDesc>The name of the support engineer to whom the calls have been
		  assigned.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.ccll">
         <Header>
            <Title>Call Number</Title>
         </Header>
         <FuncDesc>The code that identifies the <Link href="/baanerp/ts/glossary/glossary#Call_ts" role="glossary">call</Link>.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.stat">
         <Header>
            <Title>Status</Title>
         </Header>
         <FuncDesc>The call's current status.</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/tsclm1517m000#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.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="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.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.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="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="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">installation group</Link> the item belongs to. You select the Installation
		  group's priority in the <GUIRef href="/baanerp/ts/bsc/tsbsc1100m000" role="session">Installation Groups (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="clm1517.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="tccom100.nama">
         <Header>
            <Title>Business Partner</Title>
         </Header>
         <FuncDesc>The <Link href="/baanerp/tc/glossary/glossary#SoldtoBusine_tc" role="glossary">sold-to business partner</Link> that made the call.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.clst">
         <Header>
            <Title>Installation Group</Title>
         </Header>
         <FuncDesc>The <Link href="/baanerp/ts/glossary/glossary#000306" role="glossary">installation group</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.shpd">
         <Header>
            <Title>Call Description</Title>
         </Header>
         <FuncDesc>The description of the call.</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.expr">
         <Header>
            <Title>Expected Problem</Title>
         </Header>
         <FuncDesc>The problem as assessed and classified by the support engineer.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.exsl">
         <Header>
            <Title>Expected Solution</Title>
         </Header>
         <FuncDesc>The solution to the expected problem as determined by the
		support engineer.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.rqct">
         <Header>
            <Title>Required Activity</Title>
         </Header>
         <FuncDesc>The <Link href="/baanerp/ts/glossary/glossary#000065" role="glossary">required activity</Link>. Selected
		  from the <GUIRef href="/baanerp/ts/acm/tsacm1101m000" role="session">Reference Activities (tsacm1101m000)</GUIRef> session.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="clm1517.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 description of 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.6">
         <Header>
            <Title>Transaction Log</Title>
         </Header>
         <FuncDesc>Starts the <GUIRef href="/baanerp/ts/clm/tsclm8580m000" role="session">Call Transaction Log (tsclm8580m000)</GUIRef> session.</FuncDesc>
      </CommandHelp>
   </FormCommands>
</Session>