Service

Calls - Move to Pending

A call can be placed in a Pending status by the Call Centre.

Pending differs from Hold, in that work will be stopped to resolve a company issue e.g. there is no stock available to complete the work. The SLA Monitor will continue to run.

Using Tech Connect , the call will be placed in the Pending status when the technician selects End Work on his device, with the Resolution Action as Unresolved.

Ribbon Access:   Service  >   Calls

  1. The Call Listing screen will be displayed.
  2. Select the Site where the call has been logged.
    • The example has Durban selected.
  3. Select the Status for the call.
  4. The example has New selected.

    Note that call must be in either the New or In Progress status to be moved to Pending.

  1. Click on the row of the call you wish to move to Pending.
  2. Click on Pending.

  1. The Call in Pending: [call ref. number] screen will be displayed.
    • Pending Date: The current date and time will display.
      • Date: Type in or click on the down arrow to use the calendar function to select an alternative date, if required.
      • Time: Type in or use the arrow indicators to select an alternative time, if required.
    • Reason Code: Click on the down arrow to select a reason code from the drop down list.

      Refer to Call Pending Reason Code to configure reason codes, if necessary.

    • Reason: Type in the details as to the reason for having to placed the call in the Pending status.
    • Estimated Release Date: The estimated release date will auto populate with a system generated date, usually 2 days after the Pending Date.
      • Date: Type in or click on the down arrow to use the calendar function to select an alternative date, if required.
      • Time: Type in or use the arrow indicators to select an alternative time, if required.
    • Employee: The employee currently logged on to the system will be displayed in this field. Click on the down arrow to select an alternative name, if required.
  2. When you have finished adding details to this screen, click on Save.

  1. You will return to the Call Listing screen.
  2. When you receive the Call Processing message to confirm that;
    • Call No: CN[ref. number] has been placed into Pending.
  3. Click on OK.

  1. The Call can no longer be viewed in the current list. Change the Status to Pending, to view the Call.

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