Introduction to Pending Calls

The features associated with pending calls enable an administrator to design a custom data-entry system for call data and later transfer this data to a standard call.

Since Call Maintenance is designed to meet the needs of a broad spectrum of users and types of organizations, a particular organization may need to use only a subset of features to model their business processes. However, users of Call Maintenance must still navigate through every field and frame even when the features they represent are not being used.

The extra navigation may become a critical issue in a busy help desk environment, where users of the system are responding to requests in real time. In addition, calls for product update information and calls with available solutions are often opened and closed with no further action needed. For these types of calls, the complex validations of Call Maintenance can be an unnecessary overhead. While it is important to record the contact data, there may be no need to take further action.

Using the functions on the Pending Call Menu, service administrators can design their own call-entry systems, selecting which fields display and in what order. These systems can be as simple or complex as needed. Administrators can design a set of frames that always display or include conditional branching based on the values of key fields. Field validations can be included during call entry, or validations can occur later.

Administrators can design multiple paths through the call-entry process by creating various profiles, which are then associated with users or user roles as needed. In this way, a help desk clerk can be prompted for one set of information, while a help desk supervisor can be prompted for another.

Data associated with call fields can be loaded with a setup utility, and the development of profiles can begin with demonstration profiles provided with the system. Administrators can create their own fields as needed to support processing of pending calls.

Important: Designing a pending call system requires in-depth understanding of Call Maintenance and some understanding of the underlying Progress database. You may want to request the help of QAD Global Services to implement a system that meets your needs.

Pending calls can be transferred to Call Maintenance as part of the call- entry process or transferred as a group later using a batch program. The transfer activity can be executed in a simulated mode so that any errors and warnings can be reviewed and corrected before the actual transfer is attempted. If necessary, a pending call can be canceled without ever becoming a call in the call master.

Once pending calls have been transferred, the call life cycle can continue without users having to update the call in Call Maintenance. Engineer scheduling can occur, calls can be escalated, and service activity can be recorded for the call and invoiced, as needed.