Service engineers are the individuals responsible for responding to a call. Engineers must first be set up as employees using Employee Create (36.1.7.1). Then they are defined as engineers with Engineer Maintenance (11.13.1) and assigned skills with Engineer Skills Maintenance (11.13.5).

Engineer attributes are important in call scheduling and engineer paging. Both of these activities are optional. However, even if you do not plan to use scheduling, you need to have engineers defined before you can record service activity in Call Activity Recording.