Exercises
Exercise 17: Review Calls in the Call Queue Manager
In this exercise we will use the Call Queue Manager to review and edit calls.
1 Go to Call Queue Manager (11.1.6).
First, you will look at the calls created by the Call Generator in Exercise 16. These calls all had a call type of Return.
2 Enter Return in the Type field to select all these calls for display; accept the other default selection criteria.
3 Press Enter to execute the Queue Manager. Accept No to not retain visibility of search, press Enter.
The Return calls display. Notice how the description of the call currently selected displays at the bottom of the screen.
4 Press Enter on one of the displayed calls. Write down the call ID here:
Call ID: _____________________________________
5 Press Enter.
A new Update Call frame appears at the bottom of the screen. Change the queue of this call from FieldSvc to Manager; then press Enter to save your changes.
6 Exit the Queue Manager display area. This time change Call Maint to Yes. Enter FieldSvc in the Queue field and click Next to display matching calls. Enter No to visibility question. The call ID you wrote down in the previous step should no longer be included in the display.
7 Press Enter on the first call. The Call Maintenance frames display. Click Next through until you reach the comments and then return to the Call Queue Manager.
8 Return to the menu by pressing F4.