Exercises
Exercise 15: Review Call Defaults and Create Call
In this exercise, you review Call Management Control, the call defaults for the technical work code, and then create a call using these defaults.
Review Call Control
1 Go to Call Management Control (11.1.24).
2 Verify that Schedule New Calls is set to No.
We will look at call scheduling more closely in
topic.
3 Verify that Call Time Window and Call Structure Window are set to Yes.
These fields control the appearance of two pop-up windows in the Call Maintenance sequence.
4 Click Next to display the next frame. Review the work codes defined in the Control.
Call defaults for the work code specified as the Technical Work Code are used for calls created in Call Maintenance.
5 Verify that Technical Work Code is set to 3001.
6 Click Next and review the Call Statuses defined in the Control.
Do you remember how each of these is used? If not, review the field help for the effect of each. Return to the menu.
7 Set the Coverage Window field to Yes in the Call Recording/Invoicing frame.
8 Verify the Return Status field is set to Return.
9 Return to the menu.
Review Service and Support User Preference
1 Go to Service/Support User Preference (11.21.23) and for your user ID (qmi), make sure that both Call Time Window and Call Structure Window are set to Yes and Escalation Default is blank.
2 Click Next to save, click Back to return to the menu.
Review Call Defaults
1 Go to Call Default Maintenance (11.1.21.10).
2 Enter the following data and click Next.
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Field
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Value
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Category
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Call
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Work Code
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1000
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3 Click Next, note the defaults for an Install Work Code on a Call.
4 Return to the menu.
Create a Call in Call Maintenance
1 Go to Call Maintenance (11.1.1.1).
Leave the Call ID field blank so that the system will supply a number and click Next.
2 Enter 010 in the Serial field and click Next.
In this exercise, we are going to use the end user that you created in
Create an End User. You probably do not remember the end user number the system supplied during that exercise. If necessary, do a lookup on the End User field and then utilize the preferred filtering criteria.
3 Select item 01010, and serial number 010.
The call defaults pop-up should now display. Notice how the work code is filled in with Tech. This is the value specified in Call Management Control which is always used as a default for calls created directly in Call Maintenance.
4 Accept the pop-up as displayed, and click Next to continue.
Carefully review the information in the Call Info frame of Call Maintenance. Whose name appears in the Caller field? Do you notice a message at the bottom of the screen? These fields are derived from the end user record that you created. Notice how the call defaults were populated.
5 Click Next to display the Travel and Estimated Time window.
Estimated time defaults from the call default record; travel distance and time default from the end user record.
6 Click Next to accept the default values.
The Item Service Structure Detail window should display. In this frame, the service BOM and Routing default from the repair BOM and Routing specified in Service Item Maintenance.
7 Click Next to accept the default values.
Add Another Item to the Call and Review Coverage
More than one item can be added to a call. Each item can have unique attributes and unique coverage terms. In this task add another item to the call you just created.
Your cursor should be in the Page Engineer field of the Call Update frame.
8 Select the Multi Items field, change to Yes.
9 Click Next to display the Call Item frame and enter:
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Field
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Value
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|
Call Line
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2
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Item
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01010
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Serial Number
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012
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Work Code
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2001
|
Note: Not all items on a call have to be for the same kind of work.
10 Click Next.
Notice how the system brings in a different default BOM and Routing based on the type of work to be done on this item.
The Svc Type field defaults to NoCover, just like the first item on the call. For this item, specify service type SC-10. This is the service type that you modified in
Exercise 9: Contract Type Maintenance.
11 Tab over to the Coverage field (last field on the frame) and set Coverage to Yes.
Do you remember the discussion in
topic on the visibility of coverage information in Call Maintenance (see
Visibility of Limits)? This field determines whether or not the coverage details display.
12 Click Next.
Another window should overlay Call Maintenance. Notice the summary information in the top frame. In the lower frame, detailed information about the limit records appear. The level of coverage associated with these limits will be applied when activity for this item is recorded in Call Activity Recording.
Note: The lower frame may display only once, if you change an existing Svc Type to another value, do not be concerned if this frame is not displayed again.
13 After reviewing the coverage details, press the space bar to dismiss the window; return to the menu.
Exercise 16: Call Generator
In this exercise you use the field notification that you created in
Create a Field Notification. Calls are created for the items that match the selection criteria of the field notification.
You simulate a scenario where it is necessary to create a number of calls at one time for a specific population of the installed base.
Generate Calls
1 Go to Call Generator (11.1.8). Enter F (field notification) for the Input Source field, and click Next.
2 Enter FN-CLASS in the Field Notification field, and click Next.
FN-CLASS was the ID of the notification you created.
3 You should be prompted to review the field notification. Respond with Yes to the prompt.
The field notification maintenance screen displays directly from the Call Generator.
4 Click Next to display the next frames.
Review the information for the field notification. Notice that Calls Generated is currently set to No because you have not yet created calls. Once calls have been created, it sets to Yes automatically.
5 When you have completed your review, click Next twice. Continue past the Comments screen and proceed to the next frame by clicking Back.
6 Enter the following information in the appropriate fields. Then click Next.
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Field
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Value
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|
Override Service Type
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Yes
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Preferred Coverage
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Warranty
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Default Service Type
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STD
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Print Report
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Yes
|
7 Respond with Yes to the confirmation prompt. Set the output device to Page, and click Next to generate the calls.
Note: Running Call Generator can take 5 to 10 minutes, depending on the amount of data previously loaded into the database.
Note: If you receive an error about an item not being in the installed base, execute the Installed Base Rebuild Utility (menu 11.3.26) with a start date of the 1st day of the current month and the end date set to today’s date. Once the utility has run, re-execute this Generate Calls exercise.
8 Review the report, and write down the range of call numbers created here.
Call ID Range: _____________________________________
9 Return to the Call Generator. Return to the menu.
Review Automatically Generated Call
1 Go to Call Maintenance (11.1.1.1).
2 Enter one of the call IDs in the range created by the Call Generator.
3 Click Next twice to position your cursor in the second header frame. Review the content of the call. Do the fields compare with the values entered in the Field Notification?
4 Click Next twice to display the call comments. These should be the comments you entered when FN-CLASS was created.
5 Return to the menu.