A fundamental concern in service is the management of information flow between end users and your internal service operations. This means managing incoming calls. Calls record end-user interaction and maintain visibility over open problems and support needs. This chapter introduces calls and their management.

What Is Call Management?
Defines call management and illustrates how to setup, create, and manage calls.

Setting Up Calls
Lists and discusses call status codes, call type codes, call queues, call defaults, and call control program settings.

Creating and Updating Calls
Lists the functions of Call Maintenance (11.1.1.1), an overview, and details on call life cycles, how to update call records, active call history, call currency, credit standing and calls, call management and MTZ, and how to determine call coverage.

Using Call Maintenance
Lists and describes each Call Maintenance (11.1.1.1) frames.

Monitoring Calls in Call Queue Manager
Describes Call Queue Manager (11.1.6) and its various functions.

Generating Groups of Calls
Lists and describes the three types of calls that can be generated in Call Generator (11.1.8).

Managing Call Status Changes
Explains how to define call statuses, list requirements for status changes, and describes different statuses.

Creating a Parts List
Explains how Parts List Maintenance (11.1.10) enables the creation and maintenance of part lists for items referenced in a Call Maintenance (11.1.1.1) call line.

Maintaining Depot Orders
Describes depot orders and how Depot Order Maintenance (11.1.2.1) can be used to manage them.