Call Maintenance
An end user may report a failed product. On your end, the call is entered as a record that identifies the caller, the system in question, the nature of the problem, and how the call is to be handled.
Calls can record all kinds of interactions, from questions about how a product works to sales inquiries to requests for scheduled maintenance.
Call Maintenance is designed to make it as easy as possible to enter a call, since it is often used in an on-line environment where information is entered directly on the screen as support personnel interact with end users. The primary program for managing calls is Call Maintenance (11.1.1.1).
Once a call record is created, various call management functions can be used to direct the call to the appropriate personnel or departments in your organization. The call record deals with many different related issues:
Call Information. Where is a call placed in your support organization (Queue)? How is it categorized (Problem, Type, Severity)? When should it be updated (Next Status Date/Time)? Where is the call in relation to the call life cycle (Status)?
Management. How should the system manipulate the call to ensure that it is addressed in a timely fashion (escalations)?
Engineer Assignment. Which service engineer should be assigned to work on this call? Who is best equipped for the particular problem? Who is available to do the work?
Repair Information. What items and procedures should be used when servicing the call items?
Service Summary Information. What problems were encountered on this call? How were they resolved?
