QAD 2017 Enterprise Edition > User Guides > Service/Support Management > Call Management > Setting Up Calls > Call Default Precedence
  
Call Default Precedence
To provide the most flexibility in setup and implementation, you can define call defaults in a number of ways. Service organizations with simple requirements may set up only a few very generic defaults. As requirements grow and change, you can refine these defaults.
Since defaults may exist in more than one place, the system follows the rules summarized in Call Default Precedence Rules to determine default precedence.

Call Default Precedence Rules
 
Field
End User
Call Default
Escal. Seq.
Cont./ War.
User Pref.
Control Program
Other
Description
 
1
 
 
 
 
 
Duration
 
1
 
 
 
2
 
Escalation
1
2
 
 
3
4
 
Next Status Date/Time
 
 
1
 
 
 
 
Next Queue
 
 
1
 
 
 
2
Call Status
Next Status
 
2
1
 
 
 
3
Call Status
PO Required
1
 
 
 
 
 
 
Priority
1
 
May bump
 
4
3
Def Serv Type
2
War/
Serv Type
Problem
 
1
 
 
 
 
 
Queue
 
2
1
 
3
4
 
Service Type
 
 
 
1
 
2
 
Severity
 
1
2
 
 
 
 
Status
 
2
1
 
 
3
 
Time Window
 
 
 
 
1
2
 
Type
 
1
2
 
 
 
 
Work Code
 
 
 
 
 
1
 
Structure Window
 
 
 
 
1
2
 
Note: Calls created by the system in the background—installation calls from invoice post and PM calls from contract schedules—are not initially affected by escalations. This is because these calls are normally scheduled in advance. The call is escalated only after the call reaches the next status date and time initially set by the system.