Work with Call History Dialog Box


Overview

Tasks

Included with

Tivoli Problem Management

Overview

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:

  • If you open the Work with Call History dialog box with no call currently active, then the Work with Call History dialog box displays a list of all call history records for the currently logged in user.

Note: The call history is a permanent record. You cannot modify the information in the Work with Call History dialog box.

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.
Column Description
Call ID A unique identifier for the call in Tivoli Problem Management
Session Number of sessions that have occurred in the process of trying to solve the problem associated with the call
Location ID Location ID associated with the call history record
User ID ID of the help desk analyst who initially took the call
Severity Severity code assigned to the call in the Call Registration or the Call Registration Dispatch dialog box
Caller ID Caller ID, as specified in the Call Registration or the Call Registration Dispatch dialog box
First Name Name of the caller
Middle Name
Last Name
Caller Phone Telephone number of the caller, as specified in the Call Registration or the Call Registration Dispatch dialog box
Status Current status of the call
Originating Site The site of the originating TPM Analyst
Problem Type Problem type, as specified in the Call Registration or the Call Registration Dispatch dialog box
Description Description of the problem associated with the call, as specified in the Call Registration or the Call Registration Dispatch dialog box

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.

Tasks

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:

  • If you are using the Tivoli Problem Management Analyst profile, from the Call menu, choose Work with Call history.
  • From the Help menu, choose Your System Profile and follow the instructions under Work with Call history.

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:
  1. From the Call menu, choose Work with Call History.
    Result depends on how your system is configured:
  2. In the Contact ID box, type the contact ID.
  3. Choose OK.
  4. Choose Call History.
    Result: The Work with Call History dialog box appears. It displays the calls for the specified caller.

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.