Overview |
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Tasks |
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Included with |
Tivoli Problem Management |
The Work with Call History dialog box |
The Work with Call History dialog box displays a
list of calls received by your help desk. This dialog box can display a list of all the
calls received by your help desk or all the calls received from a particular location. Tip: If you want to see a list of all calls related to one problem, open the desired problem in the Problem Status dialog box, then choose the Calls tab. The Work with Call History dialog box contains a list of the calls registered at your help desk. The calls are organized by call ID, which is a unique, system-assigned number. The higher the number, the more recent the call. The call information is stored in the database. Each line in the Call List represents an individual call history record. Using the Work with Call History dialog box, you can view the details of a particular call history, search for a call history, or reorder the list. The Work with Call History dialog box is "context-sensitive." The method you use to access the Work with Call History dialog box determines which calls are displayed there. For example:
Note: The call history is a permanent record. You cannot modify the information in the Work with Call History dialog box. |
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Work with Call History dialog box Column description |
The following table contains column descriptions
for the Work with Call History dialog box. Use these columns to identify a call you want
to view in additional detail.
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Flatten the list of calls |
The Work with Call History dialog box has a special feature that lets you view all the details of a call history in a vertical format. This is a simple way to view the details on a set of calls. |
Accessing the Work with Call History dialog box with a list of calls |
There are many ways to access the Work with Call
History dialog box. The following instructions illustrate some of the ways to access the
Work with Call History dialog box. Tip: You can also view a list of calls relating to one specific problem on the Call tab of Problem Status dialog box. To access the Work with Call History dialog box, do one of the following:
You can access a list of calls from your current caller when you are registering a call. Note: Your system administrator can make the Call History Inquiry dialog box appear before the Work with Call History dialog box. For more information about Inquiry dialog boxes, see Searching and Inquiring. |
Accessing the Work with Call History dialog box with a list of calls for the current contact |
Perform the following steps to display a list of
calls for the current contact:
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Viewing a call |
To view a certain call, in the Work with Call History dialog box, select call you wish to view and choose View. When you are finish viewing the call, choose Close. |
Flattening the list of calls |
To flatten a list of calls, in the Work with
Call History dialog box, Choose Flatten. Tip: If you have more than a few calls displayed in the Call List, choose Inquiry to narrow the search before you choose Flatten. This will improve response time. Result: The Call History dialog box appears |
Searching for calls |
You can use the Inquiry
and SQL buttons in the Work with Call History dialog box to
search for calls. Some of the search parameters available include problem owner, caller,
and location. Note: For more information on the Inquiry and SQL buttons, see Searching and Inquiring. |