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en:handbuch:kapitel_2:2.12.03_call-center
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en:handbuch:kapitel_2:2.12.03_call-center [2009/09/22 11:47] 192.168.0.76 |
en:handbuch:kapitel_2:2.12.03_call-center [2019/10/25 14:11] (current) |
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| With the **Call Center** module incoming and outgoing calls, the support cases/requests resulting from the calls and the assigned messages can be administered. On the entry screen of the "Module view", the functionalities can be opened with the menu "Add-On modules". | With the **Call Center** module incoming and outgoing calls, the support cases/requests resulting from the calls and the assigned messages can be administered. On the entry screen of the "Module view", the functionalities can be opened with the menu "Add-On modules". | ||
| - | {{:handbuch:kapitel_2:callcenter.gif?direct}} | + | {{:en:handbuch:kapitel_2:callcenter.png|}} |
| **Tip:** For more on this subject see chapter [[handbuch:kapitel_2:2.12.03_call-center|3.12 Call-Center]]. | **Tip:** For more on this subject see chapter [[handbuch:kapitel_2:2.12.03_call-center|3.12 Call-Center]]. | ||
| - | {{:handbuch:kapitel_2:call.gif?direct}} | + | {{:en:handbuch:kapitel_2:call_email.png|}} |
| The **Call** form contains the following elements: | The **Call** form contains the following elements: | ||
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| * **Call-Type:** This field specifies the type of call (incoming, outgoing, ToDo lists, ...). The call types can be defined and modified in Collections (CallTypes) | * **Call-Type:** This field specifies the type of call (incoming, outgoing, ToDo lists, ...). The call types can be defined and modified in Collections (CallTypes) | ||
| * **Call-Media:** This field specifies the media of the call (e-mail, private, telephone, ...). The call media can be defined and modified in Collections (CallMedia). | * **Call-Media:** This field specifies the media of the call (e-mail, private, telephone, ...). The call media can be defined and modified in Collections (CallMedia). | ||
| - | * **Call-Status:** The status of the call is automatically listed by the system. Herewith, the status results from the minimum of the issue state information in the assigned support cases. The status in the standard version is 1 - Recorded, 2 - Waiting for approval, 3 - Waiting for processing, 4 - Being processed, 5 - Waiting for answer, 6 - Closed. The call status can be defined and modified in Collections (IssueStates). | + | * **Call-State:** The state of the call is automatically listed by the system. Herewith, the status results from the minimum of the issue state information in the assigned support cases. The status in the standard version is 1 - Recorded, 2 - Waiting for approval, 3 - Waiting for processing, 4 - Being processed, 5 - Waiting for answer, 6 - Closed. The call status can be defined and modified in Collections (IssueStates). |
| * **Date:** The date field specifies the date and the time of the call. By default, the current date is pre-set by the system here. | * **Date:** The date field specifies the date and the time of the call. By default, the current date is pre-set by the system here. | ||
| * **Customer:** This field specifies the customer of the call. The customers can be defined and modified in the contact menu (with contact type customer). | * **Customer:** This field specifies the customer of the call. The customers can be defined and modified in the contact menu (with contact type customer). | ||
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| !!!!! Diese Supportfälle sind auf den Call bezogene Aufgaben mit Priorität, Status, Zieltermin und Zuständigkeiten. | !!!!! Diese Supportfälle sind auf den Call bezogene Aufgaben mit Priorität, Status, Zieltermin und Zuständigkeiten. | ||
| - | {{:handbuch:kapitel_2:issue.gif?direct}} | + | {{:en:handbuch:kapitel_2:supportcase.png|}} |
| The **Support Case** form contains the following elements: | The **Support Case** form contains the following elements: | ||
en/handbuch/kapitel_2/2.12.03_call-center.1253612867.txt.gz · Last modified: 2019/10/25 14:09 (external edit)
