QAD 2017 Enterprise Edition > User Guides > Service/Support Management > Using Pending Calls > Overview of Pending Calls > Scope of Pending Calls
  
Scope of Pending Calls
Call management supports a robust set of features for managing and resolving calls. In contrast, the pending call system is intended to help you quickly record data related to a customer contact before creating a call. To use many call-management features, you must transfer the pending call to Call Maintenance.
Contrast of Calls and Pending Calls lists features associated with standard calls and indicates for each feature whether it is available with pending calls.

Contrast of Calls and Pending Calls
 
Call Maintenance Feature
Pending Call Maintenance Feature
Escalate call.
No. Can set defaults used after the pending call is transferred to a call.
Schedule engineer.
No. Can set defaults used after the pending call is transferred to a call.
Page engineer.
No
Implement user exits.
No
Update call history.
No
Print call during record creation.
No
Select a serial number from the installed base.
Yes. This is implemented through a preconfigured frame that displays when Search ISB is Yes. See Preconfigured Frames.
Select items from the installed base using classification codes.
Yes. This is implemented through a preconfigured frame that displays with Search ISB is Yes. See Preconfigured Frames.
Display existing calls for end user and choose one to update.
Yes. This is implemented through preconfigured browse frames that display when either Search Calls or Search Call Items is Yes. See Preconfigured Frames.
View times from end-user perspective.
Yes. When Multiple Time Zones (MTZ) is active, dates and times are affected the same way they are in Call Maintenance.
Close a pending call.
No. Before transfer, you can cancel a pending call. During transfer, you can transfer and delete. After transfer, pending calls can be deleted or archived.
Calculate total time spent.
No. This feature applies only to Call Maintenance.
Select an end user by ID, sort name, zip code, or phone number.
Yes. This is implemented through a preconfigured frame that displays when Search End User is Yes. See Preconfigured Frames.
Create end users during data entry.
Yes. You can do this from the End User Selection frame by leaving end user blank.
Calculate response time, next status date, and next status time based on service coverage.
Yes
Display service coverage details.
Yes. This is implemented through a preconfigured frame that displays when Coverage is Yes. See Preconfigured Frames.
Choose which coverage to use when multiple sources exist.
Yes. This is implemented through a preconfigured frame that displays when Search Coverage is Yes. See Preconfigured Frames.
Reference call on a material order.
No
Reference call on an RMA.
No
Update the installed base.
No. While you can add the Update ISB field to Pending Call Maintenance, its value is checked only in Call Maintenance (11.1.1.1) and Call Activity Recording (11.1.1.13).