QAD 2017 Enterprise Edition
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Call Escalation
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Escalation Monitor
Escalation Monitor
Escalation steps have an effect only when the Escalation Monitor (11.1.13.13) is running. You can run the monitor as a full-time process on a dedicated terminal or in a window on an X Windows terminal. For correct escalation results, the monitor must run consistently.
Escalation Monitor (11.1.13.13)
The Escalation Monitor examines each call’s next event date and time. If these values are earlier than or equal to the system date and time, the system updates the call’s priority, status, or queue according to the values in the current escalation step. Then it changes the call’s Next Status Date and Next Status Time to reflect the days and time in the current escalation step.
The Escalation Monitor displays call records as it reviews them. It marks calls it updates with a Yes in the Act, or acted on, column.
