Call Status
CAR’s final processing step is to determine the call’s status, based on Close on Recording in Call Management Control.
CAR sets the call status to closed only if:
• All lines are complete, closed, or canceled.
• All reports are invoiceable or closed and all transactions for the reports completed successfully. Invoiceable reports must have fully processed detail. If a report exists with no detail, set its status to closed.
• All items ordered on a material order for the call are used or returned.
CAR sets the call status to complete if at least one closed or complete line has an invoiceable report. Open MOs and reports on hold can exist.
If Close on Recording is Yes and conditions prevent CAR from changing the call status to closed, CAR attempts to set the status to complete. If conditions prevent this, CAR does not change the status. In this case, you cannot manually change the status to complete or closed. An error displays, explaining that incomplete lines or an open MO exists.
If you do not want to invoice the call or close it, change the closed or complete status manually. If you specify the hold status, defined in Call Management Control, an invoice cannot be generated in CAR. An error displays if you specify Yes to the Generate Invoice prompt for a call with the hold status.
Note: Use field security on the Call Status field to control status changes.
However, in Call Invoice Recording, a call status of hold produces only a warning. This lets you invoice for service that has already been provided, but prevents you from recording more activity for the call.