Call - Definition

Call Overview

A Call is the basic building block around which a Help Desk or Service Request System is built. A Call is the request from a customer, the problem, the request from an internal worker that needs to be actioned.

Each Call has a required set of fields and a number of possible actions that can take place:

Call Details Tab


Problem	The problem or issue reported by the customer. For Calls logged via email, this field corresponds to the email subject.
Details	A more detailed description of the issue raised. For Calls logged via email, this field corresponds to the email body.
Solution	A detailed desription of the final solution.
Logged By	This field is automatically populated by the application with the details of the system User who originally logged the Call. In the case of a call logged via email, the field will read System Administrator.
Call Type	The Type of Call, selected from the drop down list options.
Received By	The method by which the Call was received (eg fax), populated from the drop down list options. For Calls logged via email, the list will display Email.
Queue	The Queue the Call is to be assigned to, selected from available Queues in the drop down list. For Calls logged via email, the Queue will be governed by whether the destination address (To) can be mapped to a system Queue. Custom routing rules may also control the destination Queue.
Skill Group	The Skill Group the Call is to be assigned to, selected from available Skill Groups in the drop down list
User	The User the Call is to be assigned to, selected from available Users in the drop down list.
Priority	The Priority to be given to this call (sets the required response/resolution time), selected from the available drop down list options.
Key 1	The primary sorting Key for the Call, selected from the available drop down list options.
Key 2	The secondary sorting Key for the Call, selected from the available drop down list options.
Key 3	The tertiary sorting Key for the Call, selected from the available drop down list options.
Due Date	The date the Call is due to be completed.
Estimated Solution Date	An estimated solution date, may be earlier or later than above.
Send Open Confirmation email to Primary Requestor on log	If selected, the application will then send an Open Confirmation email to the Primary Requestor once the Call has been logged.
Send Closed Confirmation email to Primary Requestor on log	If selected, the application will then send a Closed Confirmation email to the Primary Requestor once the Call has been logged, typically used where the solution is known when the call is initially logged.

Client Details Tab


Primary Requestor	The customer/client who requested the Call be logged. Details are typically entered via the Contacts Picker. For Calls logged via email, these fields are populated based on the sender display name and email address. Additional fields may be populated if CRM lookup features are enabled.
Secondary Requestor	If required, a secondary contact at the customer/client site. Details are typically entered via the Contacts Picker.

Links Tab

The Links Tab maintains a record of all Child or Parent Calls associated with the Call. Operations available on Links can be found via the links below.

Forms Tab

The Forms Tab maintains a record of all Forms that have been associated with the Call.

Assets Tab

The Asset Tab maintains a record of all Assets that have been associated with the Call. Operations available on Assets can be found via the following links:

Adding a new Asset
Editing an Asset
Viewing an Asset
Linking an Asset to a Call

Tasks Tab

The Tasks Tab maintains a record of all Tasks that have been associated with the Call. Operations available on Tasks can be found via the following links:

Creating a new Task
Adding comments to a Task
Reassigning a Task

Billing Tab

The Billing Tab allows Billing details to be recorded against the Call.

Call Summary Tab

The Call Summary Tab shows a printer friendly view of Call details, comments and correspondence history.

For more details on Updating Calls see the Calls Toolbar.

Call Overview

See Also