Call Management

OBJECTIVE

The Call Management option is used to enter customer calls for follow-up purposes. It essentially documents the progress of a call, from the time it is entered until the work is completed.

You can enter multiple problems from the same client / project on a single call. You can enter a call number directly to display a specific call by entering the number in the Call Number field at the top of the screen.

 

PREREQUISITEs

• Define Categories
• Problem Categories Management
• Location of Problem Management
• Employee Management
• Supplier Management
• Nature of Problem Management
• Define Priorities
• Project Management
• Define Types
• Type of Problem Management
• Enter Offer to Purchase

 

steps

 

 

Create a call

1. Select a ProjectorMortgage.

You can move or enlarge the Project, Mortgage, Open Calls and Current Call sections by clicking the section titles or the dividers. You can also use the display formats suggested by maestro* by clicking the Display Upper Panels in Lines or Display Upper Panels in Columns icons.

1. Project section:

You can configure the information to be displayed in the Project section by clicking the icon. The available information is from the Project Desc. and Additional Fields tabs in Project Management.

Field

Description

Project

Used to select a project for which you want to view or enter a new call. NOTE: By selecting the project, a mortgage may be displayed automatically. If multiple offers to purchase exist for the project, the system displays the first mortgage linked to the project by default. You can select another mortgage. NOTE: The list of projects is displayed according to the user's access rights configured in Security Management. NOTE: You can view the documents linked to the project by clicking on the icon in the section. Do not confuse with the Documents icon that displays documents related to the call. The address of the project is shown on the following reports: List of Calls (only sorting by Project/Call No.) Detailed List of Calls Customer Service Report

2. Mortgage section:

You can configure the information to be displayed in the Mortgage section by clicking the icon. The available information is from the General Information and Additional Fields tabs in the EnterOffer to Purchase option of the Homebuilder Sales module.

Field

Description

Mortgage

Used to select a mortgage for which you want to view or enter a new call.The mortgages are from the EnterOffer to Purchase option in the Homebuilder Sales module. NOTE: By selecting a mortgage, the project linked to the offer to purchase is displayed automatically. NOTE: You can view the documents linked to the offer to purchase by clicking on the icon in the section. Do not confuse with the Documents icon that displays documents related to the call.

3. Open Calls section:

The open calls section displays calls with a status of 0 - Entered, 1 - In Progress or 2 - On Hold for the selected project or mortgage. You can view calls with a status of 3 - Completed, 4 - Invoiced or 5 - Closed by clicking the Display Completed Calls folder.

To see the details of a call, click the call you want to view. The call details are displayed in the Current Call section.

2. Enter the required information in the Call Details tab:

Fields followed by the * character are mandatory fields.

Field	Description
Call Number	Entered automatically when a new call is saved. NOTE: You can determine a format and counter in configuration of the After Sales Service module by company prefix.
Date Rec./ Time	This is entered automatically when a new call is entered.
By	Name of the maestro* user who opened the call. NOTE: This user can be changed.
Description	Summary description of the call.
Contact	Customer's contact. NOTE: This field is populated automatically from the contact entered in the selected project. It can be changed.
Tel. 1 & 2	Telephone number. NOTE: This field is populated automatically from the telephone number entered in the selected project.
Cell	Cellular telephone number. NOTE: This field is populated automatically from the cellular telephone number entered in the selected project.
Priority	Call priority from Define Priorities.
Type	Call type from Define Types.
Categ.	Call category from Define Categories.
Req. Date	Date on which the work must be completed.
Time	Time the work must be completed.
Estim. Time	Time estimated for carrying out the work.
Status*	Status of the call. The choices are: 0 - Entered, 1 - In Process, 2 - On Hold, 3-Completed, 4 - Invoiced and 5 - Closed.
Person in Charge	Employee responsible for the work. NOTE: The system uses the employees from Employee Management. NOTE: The list of employees is displayed according to the user's access rights configured in Security Management.
Date Assigned	Assignment date.
Time	Assignment time.
Date Completed	Date on which the call was completed. NOTE: The date completed is displayed automatically if the status of the call is 3 - Completed.

The time elapsed between when the call was received and the date completed and the time elapsed since the call as assigned are displayed in blue text at the bottom of the section. If the call is not completed, the system calculates based on the work date. This information is available in the list generator under the Open Delay and Assigned Delay variables.

1. Problems section

Fields followed by the * character are mandatory fields.

Field	Description
No.	Problem number, which is entered automatically when a new call is saved.
Description	Description of the problem. NOTE: You can enter the text directly into the field or into an edit window by double-clicking the cell.
Comprehension	Comprehension of the problem. NOTE: You can enter the text directly into the field or into an edit window by double-clicking the cell.
Category	Category of the problem from Problem Categories Management. NOTE: You can print the Customer Service Report by filtering the calls based on the problem category.
Nature	Nature of the problem from Nature of Problem Management. NOTE: You can print the Customer Service Report by filtering the calls based on the nature of the problem.
Location	Location of the problem from Location of Problem Management.
Type	Type of problem from Type of Problem Management. NOTE: The Customer Service Report is used to filter and sort calls based on the type of problem.
Accepted	Used to specify whether the problem to be corrected is accepted or rejected. NOTE: The box can be checked automatically based on the settings specified in Location of Problem Management. NOTE: If the problem item is rejected, the Completed and Date Completed fields are automatically entered by the system.
Subcontractor	For information purposes, identifies the subcontractor to which the problem was mentioned. NOTE: The subcontractor is from Supplier Management.
Notify	Lets you specify whether an e-mail notification should be sent to the subcontractors. NOTE: This field is provided for information purposes only.
Comments	Additional comments to be added about the problem. NOTE: You can enter the text directly into the field or into an edit window by double-clicking the cell.
Completed	Indicates that the problem has been resolved if the box is checked.
Date Completed	Date on which the problem was resolved. NOTE: The date may be entered automatically if the problem was rejected or if you check Completed.

3. Enter the required information in the Additional Information tab:

Work Site:

Field	Description
Location Project Alternate Customer	Location for the work. NOTE: Default location entered when a call is created. Uses the project address entered in Project Management. Used to create a temporary address. Uses the address from Define Customer Addresses.
Specification	Provides access to databases linked by function to the selection in the Location field.

1. Detailed Description section: used to enter a detailed description of the work to be carried out.
2. Billable to customer, Payable to supplier and Approved by Customer sections:

The fields in the Billable to Customer, Payable to Supplier and Approved by Customer sections are provided for information purposes only. They are not linked to the system's accounts payable or accounts receivable options. You can create lists containing this information using the List Generator.

Field	Description
Assigned to	Lets you assign the call to an Employee or Supplier.
Code	Employee or Supplier responsible for carrying out the work. NOTE: The system makes the tables available based on the contents in the Assigned To field.
Work Order	Work order number associated with the work.

4. The Interventions tab is used to view the interventions performed on the call or to add interventions manually.

These fields are completed automatically when a call is saved or modified. The Insert a Line icon is used to add a User Intervention line to monitor call interventions that are external to maestro*.Only the description and the Print on WO column can be completed.

Field	Description
Date	Date of the intervention.
Time	Time of the intervention.
User	User who performed the intervention.
Type	Type of intervention.
Description	Description of the intervention related to the call.
Print on W0	Prints this intervention on the work order if the box is checked.

5. The Suppliers tab is used to view the suppliers and amounts associated with the call in the project or master project.

The + symbol is used to drill down to access additional information on the supplier. Clicking the Configuration icon lets you change the presentation of the list of suppliers in the Suppliers tab.

6. Click Save.

You can print a work order form for the call by clicking the Print icon. The form can be customized in configuration in after-sales service.

 

See also

• Security Management
• Define Customer Addresses
• List Generator
• List of calls
• Detailed list of calls
• Customer Service Report
• Configuration – After Sales Service