<?xml version="1.0" encoding="utf-8"?>
<Session ID="/baanerp/ts/clm/tsclm1509m100" xml:lang="en">
   <Header>
      <Title>Customer Call 360 (tsclm1509m100)</Title>
   </Header>
   <HelpTopic>
      <AimSection>
         <Paragraph>Use this session to view, maintain, and
		  create call-related data.</Paragraph>
         <List>
            <ListIntro>Use the following options to view the related orders within
			 the service package and the related orders originating from the packages such
			 as Purchase, Manufacturing and Warehouse:</ListIntro>
            <ListItemHead>Related To:</ListItemHead>
            <ListItem>Starts the Graphical Browser Framework that displays the
			 orders which originate from the current order.</ListItem>
            <ListItemHead>Related From:</ListItemHead>
            <ListItem>Starts the Graphical Browser Framework that displays the
			 orders that originate from the specific order.</ListItem>
         </List>
         <List>
            <ListIntro>Graphical Browser Framework allows you to view Multi level
			 relations of the orders. You can view the details using the following
			 options:</ListIntro>
            <ListItemHead>View Details:</ListItemHead>
            <ListItem>Use this option to view the details of the related
			 order.</ListItem>
            <ListItemHead>Reverse Tree:</ListItemHead>
            <ListItem>Use this option to start the Graphical Browser Framework in
			 reverse mode starting from the order you select. For example, if you open
			 Graphical Browser Framework in Related To mode, you can use the reverse option
			 to view the orders in the Related From mode.</ListItem>
         </List>
      </AimSection>
      <GeneralSection>
         <Paragraph>In a Service organization, while calls are handled by a
		  support analyst, (or a dispatcher dealing with a customer in scheduling service
		  orders) relevant information is presented on the call screen, such as warranty
		  details, any specific service contract number and certain other relevant
		  details such as an applicable Response time, priority. There is also a
		  visibility into the linked orders (such as service orders or maintenance sales
		  orders). There is also a link available to view the configuration trees related
		  to the business partners. This information is available on different
		  tabs/forms. But in any case still some details are missed. Details about the
		  customer credit ratings, information about preventive maintenance plans,
		  information about linked field change order lines if any, and also more details
		  about the related service contracts, are not available in the current call
		  screens. Efforts can be made to incorporate these details into the existing
		  call screen, but the resulting screens would be complicated and cumbersome.
		  Moreover if these additional details are available and accessible from the Call
		  screen, the other roles, like Service order dispatcher, unless provided access
		  to call screens, would miss this out. A feature like Dashboard is intended to
		  overcome most of these drawbacks and still present a generic access session,
		  which is easily usable. In its proposed form it would be primarily a Call list
		  screen, with the service calls as objects, which can be used by any other role.</Paragraph>
      </GeneralSection>
      <GeneralSection>
         <SectionTitle>How to use the Customer Call Dashboard (tsclm1509m100)
		  session</SectionTitle>
         <Paragraph>If you select a call in the call list in the <GUIRef href="/baanerp/ts/clm/tsclm1509m100" role="session">Customer Call 360 (tsclm1509m100)</GUIRef> session, information about the item is
		  displayed.</Paragraph>
         <Paragraph>The checkboxes under <Emphasis>Addition Information</Emphasis> indicate which data is available for a call. If you click the button, the
		  session is started in which you can view, maintain or create the call
		  data.</Paragraph>
         <Paragraph>You can click on the following buttons:</Paragraph>
         <List>
            <ListItemHead>Installation Groups</ListItemHead>
            <ListItem>When a call is registered, it is registered for a particular
			 Installation group. Details of the Installation group can be provided in the <GUIRef href="/baanerp/ts/bsc/tsbsc1100m000" role="session">Installation Groups (tsbsc1100m000)</GUIRef> session.</ListItem>
            <ListItemHead>FCO Lines</ListItemHead>
            <ListItem>To view details if the call is with regard to Field Change
			 order, you can view the FCO lines from the <GUIRef href="/baanerp/ts/soc/tssoc5110m000" role="session">Field Change Order Lines (tssoc5110m000)</GUIRef> session.</ListItem>
            <ListItemHead>Serialized Items</ListItemHead>
            <ListItem>If the item for which the call is registered is serialized
			 then you can view the details of the serialized item in the <GUIRef href="/baanerp/ts/cfg/tscfg2100m000" role="session">Serialized Items (tscfg2100m000)</GUIRef> session.</ListItem>
            <ListItemHead>Planned Activities</ListItemHead>
            <ListItem>A list of planned activities can be generated for an
			 Installation group, or a range of Installation groups and can be viewed in the <GUIRef href="/baanerp/ts/spc/tsspc2100m000" role="session">Planned Activities (tsspc2100m000)</GUIRef> session.</ListItem>
            <ListItemHead>Service Orders</ListItemHead>
            <ListItem>If the call cannot be solved by the call taker , then the
			 call is transferred to a Service Order and can be viewed in <GUIRef href="/baanerp/ts/soc/tssoc2100m000" role="session">Service Orders (tssoc2100m000)</GUIRef> the session.</ListItem>
            <ListItemHead>Sales Order</ListItemHead>
            <ListItem>The call can originate after sales also. In such a case, the
			 sales order details are listed. This is possible only when Service is
			 integrated with Sales.</ListItem>
            <ListItemHead>Maintenance Sales Order</ListItemHead>
            <ListItem>The details of the call with regards to the Maintenance Sales
			 Order is displayed in the <GUIRef href="/baanerp/ts/msc/tsmsc1100m000" role="session">Maintenance Sales Orders (tsmsc1100m000)</GUIRef> session.</ListItem>
            <ListItemHead>Work Orders</ListItemHead>
            <ListItem>The details of the call with regards to the Work Order is
			 displayed in the <GUIRef href="/baanerp/ts/wcs/tswcs2100m000" role="session">Work Orders (tswcs2100m000)</GUIRef> session.</ListItem>
            <ListItemHead>Contract Quotations</ListItemHead>
            <ListItem>Most Often a call is linked to either a contract or
			 quotation. To view the contract quotation linked to the sold-to business
			 partner of the call, you can click <GUIRef href="/baanerp/ts/ctm/tsctm2100m000" role="session">Contract Quotations (tsctm2100m000)</GUIRef> session.</ListItem>
            <ListItemHead>Service Order Quotation</ListItemHead>
            <ListItem>When the call culminates into the a service order quotation,
			 the details of the call with regards to the service order quotation can be
			 viewed in the <GUIRef href="/baanerp/ts/soc/tssoc1100m000" role="session">Service Order Quotations (tssoc1100m000)</GUIRef> session.</ListItem>
            <ListItemHead>Service Contracts</ListItemHead>
            <ListItem>The service contracts that are linked to this call can be
			 seen in the <GUIRef href="/baanerp/ts/ctm/tsctm3100m000" role="session">Service Contracts (tsctm3100m000)</GUIRef> session.</ListItem>
            <ListItemHead>Call List</ListItemHead>
            <ListItem>Several calls can be seen at a glance in the <GUIRef href="/baanerp/ts/clm/tsclm1509m000" role="session">Call List (tsclm1509m000)</GUIRef>
            </ListItem>
         </List>
      </GeneralSection>
      <RelatedTopics>
         <SectionTitle>Related topics</SectionTitle>
         <RelTopic>
            <Link href="/baanerp/tc/onlinemanual/000101" role="manual">Integration between ERP Enterprise and Twitter</Link>
         </RelTopic>
      </RelatedTopics>
   </HelpTopic>
   <Fields>
      <FieldHelp ID="f.clm.itbp.desc">
         <Header>
            <Title>Invoice-to Business Partner</Title>
         </Header>
         <FuncDesc>The business partner to which you send invoices. This usually
		represents a customer's accounts payable department. The definition includes
		the default currency and exchange rate, invoicing method and frequency,
		information about the customer's credit limit, the terms and method of payment,
		and the related pay-by business partner.</FuncDesc>
         <RelatedTopics>
            <SectionTitle>Related topics</SectionTitle>
            <RelTopic>
               <Link href="/baanerp/tc/onlinemanual/000101" role="manual">Integration between ERP Enterprise and Twitter</Link>
            </RelTopic>
         </RelatedTopics>
      </FieldHelp>
      <FieldHelp ID="f.clm.crat.desc">
         <Header>
            <Title>Credit Rating</Title>
         </Header>
         <FuncDesc>The credit-rating that you use for the business partner.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="f.clm.cpay.desc">
         <Header>
            <Title>Payment Terms</Title>
         </Header>
         <FuncDesc>Agreements about the way in which invoices are paid.</FuncDesc>
         <SimpleSection>
            <List>
               <ListIntro>The payment terms include:</ListIntro>
               <ListItem>The period within which invoices must be paid.</ListItem>
               <ListItem>The discount granted if an invoice is paid within a given
			 period</ListItem>
            </List>
         </SimpleSection>
         <SimpleSection>
            <List>
               <ListIntro>The payment terms allow you to calculate:</ListIntro>
               <ListItem>The date on which the payment is due</ListItem>
               <ListItem>The date on which the discount periods expire</ListItem>
               <ListItem>The discount amount</ListItem>
            </List>
         </SimpleSection>
      </FieldHelp>
      <FieldHelp ID="f.clm.ccrs.desc">
         <Header>
            <Title>Late Payment Surcharge</Title>
         </Header>
         <FuncDesc>The percentage that is charged over the goods amount or over
		rendered services that the recipient of the invoice must pay if the bill is not
		paid within a specified period.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="f.clm.cinm.desc">
         <Header>
            <Title>Invoicing Method</Title>
         </Header>
         <FuncDesc>This method is only used for contract projects to invoice to <GUIRef href="/baanerp/tf" role="package">Financials</GUIRef>. Capital projects
		have no invoicing. Sales order projects use <GUIRef href="/baanerp/ci/sli" role="module">Invoicing</GUIRef> for
		invoicing.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="f.clm.dlcr">
         <Header>
            <Title>Date of Last Credit Review</Title>
         </Header>
         <FuncDesc>...</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="f.clm.buin">
         <Header>
            <Title>Balance Receivable</Title>
         </Header>
         <FuncDesc>...</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="f.clm.obra">
         <Header>
            <Title>Billing Request</Title>
         </Header>
         <FuncDesc>...</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="f.clm.avcr">
         <Header>
            <Title>Available Credit</Title>
         </Header>
         <FuncDesc>The business partner's available credit.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="f.clm.crlr">
         <Header>
            <Title>Credit Limit</Title>
         </Header>
         <FuncDesc>The business partner's credit limit.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="f.clm.orba">
         <Header>
            <Title>Order Balance</Title>
         </Header>
         <FuncDesc>...</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="f.clm.crtc.desc">
         <Header>
            <Title>Response Time</Title>
         </Header>
         <FuncDesc>A response time defines, from the time a call is registered,
		the period of time within which: The service provider must react to the call; A
		solution to the call's problem must be started; A solution to the call's
		problem must be finished.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="f.clm.tzid.desc">
         <Header>
            <Title>Time Zone</Title>
         </Header>
         <FuncDesc>The time zones.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="f.clm.clan.desc">
         <Header>
            <Title>Language</Title>
         </Header>
         <FuncDesc>The code for the language in which the description is written.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="f.clm.prpr.desc">
         <Header>
            <Title>Priority</Title>
         </Header>
         <FuncDesc>The business partner priority divided by 100.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="f.clm.ccnt.desc">
         <Header>
            <Title>Contact</Title>
         </Header>
         <FuncDesc>The employee or department of the business partner that is used
		as the contact to your own company or department in case of problems or
		questions.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.ccll">
         <Header>
            <Title>Call</Title>
         </Header>
         <FuncDesc>The code that identifies the <Link href="/baanerp/ts/glossary/glossary#Call_ts" role="glossary">call</Link>. This code is used for
		  internal reference, and for immediate contact purposes.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.stat">
         <Header>
            <Title>Status</Title>
         </Header>
         <FuncDesc>The status of the call.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.csqu">
         <Header>
            <Title>Service Order Quotation</Title>
         </Header>
         <FuncDesc>The service order quotation number which is linked to the call.
		  To create a service order quotation, click Create Quotation in the <GUIRef href="/baanerp/ts/clm/tsclm1100m000" role="session">Call (tsclm1100m000)</GUIRef> session.</FuncDesc>
      </FieldHelp>
      <FieldHelp ID="tsclm100.rpct">
         <Header>
            <Title>Reported Time</Title>
         </Header>
         <FuncDesc>The date and time when a call was received and registered.</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/tsclm1509m000#exec.user.8" 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.ofbp">
         <Header>
            <Title>Sold-to BP</Title>
         </Header>
         <FuncDesc>The <Link href="/baanerp/tc/glossary/glossary#SoldtoBusine_tc" role="glossary">sold-to business partner</Link> that made the call.</FuncDesc>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <Paragraph>If this field is
			 filled in, the call is for an external customer. Otherwise, the call is handled
			 for an internal customer.</Paragraph>
         </Note>
      </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.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="tsclm100.emer">
         <Header>
            <Title>Emergency Call</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>
   </Fields>
   <FormCommands>
      <CommandHelp ID="exec.user.8">
         <Header>
            <Title>Update Actual Time Left</Title>
         </Header>
         <FuncDesc>Use this command to Update the actual time left to complete the
		  execution of a call.</FuncDesc>
      </CommandHelp>
      <CommandHelp ID="exec.user.2">
         <Header>
            <Title>Blocking Reason</Title>
         </Header>
         <FuncDesc>Starts the <GUIRef href="/baanerp/ts/mdm/tsmdm1101m000" role="session">Blocking Reasons (tsmdm1101m000)</GUIRef> session.</FuncDesc>
      </CommandHelp>
      <CommandHelp ID="go.to">
         <Header>
            <Title>Go To</Title>
         </Header>
         <FuncDesc>Use this command to view the Parent or Follow-up
		  call.</FuncDesc>
      </CommandHelp>
      <CommandHelp ID="exec.user.4">
         <Header>
            <Title>Create Follow-up Call</Title>
         </Header>
         <FuncDesc>Use this command to create a Follow up call.</FuncDesc>
      </CommandHelp>
      <CommandHelp ID="tsclm1230m000">
         <Header>
            <Title>Accept Calls</Title>
         </Header>
         <FuncDesc>Use this command to accept a call. This command starts the <GUIRef href="/baanerp/ts/clm/tsclm1230m000" role="session">Accept Calls (tsclm1230m000)</GUIRef> session.</FuncDesc>
      </CommandHelp>
      <CommandHelp ID="tsclm1240m000">
         <Header>
            <Title>Delete Accepted Calls</Title>
         </Header>
         <FuncDesc>Use this command to delete a call. This commands starts the <GUIRef href="/baanerp/ts/clm/tsclm1240m000" role="session">Delete Accepted Calls (tsclm1240m000)</GUIRef> session.</FuncDesc>
      </CommandHelp>
      <CommandHelp ID="escalated.calls">
         <Header>
            <Title>Escalated Calls</Title>
         </Header>
         <FuncDesc>Use this command to view the escalated calls.</FuncDesc>
      </CommandHelp>
      <CommandHelp ID="deferred.emergency.calls">
         <Header>
            <Title>Deferred Emergency Calls</Title>
         </Header>
         <FuncDesc>Use this command to view the deferred emergency
		  calls.</FuncDesc>
      </CommandHelp>
      <CommandHelp ID="exec.user.9">
         <Header>
            <Title>All Calls...</Title>
         </Header>
         <FuncDesc>Use this command to view all calls.</FuncDesc>
      </CommandHelp>
      <CommandHelp ID="exec.user.3">
         <Header>
            <Title>Invoice Details</Title>
         </Header>
         <FuncDesc>Use this command to view the invoice details pertaining to the
		  call. This command starts the <GUIRef href="/baanerp/ts/clm/tsclm1105s000" role="session">Call Invoicing (tsclm1105s000)</GUIRef> session.</FuncDesc>
      </CommandHelp>
      <CommandHelp ID="exec.user.1">
         <Header>
            <Title>Transaction Log</Title>
         </Header>
         <FuncDesc>Use this command to view the transaction log of the call. This
		  command starts the <GUIRef href="/baanerp/ts/clm/tsclm8580m000" role="session">Call Transaction Log (tsclm8580m000)</GUIRef> session.</FuncDesc>
      </CommandHelp>
      <CommandHelp ID="exec.user.7">
         <Header>
            <Title>History Calls</Title>
         </Header>
         <FuncDesc>Use this command to view Call History. This command starts the <GUIRef href="/baanerp/ts/clm/tsclm8520m000" role="session">Calls - History (tsclm8520m000)</GUIRef> session.</FuncDesc>
      </CommandHelp>
      <CommandHelp ID="documents">
         <Header>
            <Title>Dashboard Documents</Title>
         </Header>
         <FuncDesc>Use this command to view documents related to:</FuncDesc>
         <SimpleSection>
            <List>
               <ListItem>FCO Lines</ListItem>
               <ListItem>Serialized Items</ListItem>
               <ListItem>Planned Activities</ListItem>
               <ListItem>Service Orders</ListItem>
               <ListItem>Sales Orders</ListItem>
               <ListItem>Maintenance Sales Orders</ListItem>
               <ListItem>Work Orders</ListItem>
               <ListItem>Contract Quotations</ListItem>
               <ListItem>Service Order Quotations</ListItem>
               <ListItem>Service Contracts</ListItem>
               <ListItem>Call List</ListItem>
            </List>
         </SimpleSection>
      </CommandHelp>
      <CommandHelp ID="open.sold.to.bp">
         <Header>
            <Title>Sold-to Business Partner</Title>
         </Header>
         <FuncDesc>Starts the <GUIRef href="/baanerp/tc/com/tccom4110s000" role="session">Sold-to Business Partner (tccom4110s000)</GUIRef> ession.</FuncDesc>
      </CommandHelp>
      <CommandHelp ID="invoice.to.bp">
         <Header>
            <Title>Invoice-to Business Partner</Title>
         </Header>
         <FuncDesc>Starts the <GUIRef href="/baanerp/tc/com/tccom4112s000" role="session">Invoice-to Business Partner (tccom4112s000)</GUIRef> session.</FuncDesc>
      </CommandHelp>
   </FormCommands>
</Session>