Setup for Calls
Call creation can be relatively simple or complex, depending on the system features you are using. The basic process requires the following:
• Implementation decisions about the installed base must be made. See
Installed Base.
• You can create end users directly in Call Maintenance, but at least one customer must exist.
• At least one service type must exist to provide default coverage. If you provide warranties or contracts, you must define them. Associate warranties with service items in Service Item Maintenance.
• Set up codes, including call statuses, call types, and call queues, using the appropriate maintenance function. In addition, you should define some generalized codes.
• Set up call defaults to streamline data entry during call creation.
• Review and define the settings in Call Management Control and SSM Accounting Control to reflect your business practices.
• To record the service activity required to resolve a call and produce an invoice, set up the codes required for Call Activity Recording. See
Service Setup.
Other optional features you may want to set up include service structures and routings, escalations, areas, and engineers.
Functions Supporting Call Management illustrates functions related to supporting and resolving calls.
Functions Supporting Call Management
