Maintaining Call Codes


Overview

Tasks

Included with

Tivoli Problem Management

Overview

What call codes do

Call codes are a means of categorizing calls. Call codes can indicate the communication method used by the caller, enabling your company to monitor the number of calls received by each method.

When call codes are required

Both call registration and call dispatch require that help desk analysts assign a call code to each call.

Default call codes

Tivoli Problem Management is shipped with a default set of call codes. You can modify these default codes or create your own.

Information call code

Normally, when help desk analysts register a call, they create both a call and a problem record. To track calls that are requests for information, but are not related to a specific problem, Tivoli Problem Management includes an "Information" call code. The Call Only check box is selected on this call code. Help desk analysts can use the "Information" call code to register calls about help desk hours of operation and product release dates, or requests for marketing literature.

Add Call Code dialog box

Use the Add Call Code dialog box to add your own call codes to the set included with Tivoli Problem Management. You supply a call code name and description in the Add Call Code dialog box. In addition, you can designate certain call codes as information call codes. For more information, see Adding a call code.

To access the Add Call Code dialog box:

  1. In the Call/Problem Settings dialog box, choose the Call Code tab.
  2. Choose Add.
    Result: The Add Call Code dialog box appears.

Edit Call Code Dialog Box

Use the Edit Call Code dialog box to modify call code names and descriptions. You can modify both the call codes included in Tivoli Problem Management and the call codes you create. For more information, see Editing a call code.

To access the Edit Call Code dialog box:

  1. In the Call/Problem Settings dialog box, choose the Call Code tab.
  2. From the Call Code List, select the call code you want to edit, then choose Edit.
    Result: The Edit Call Code dialog box appears.

Tasks

Call Code Availability

When you add, edit or delete call codes, these changes are immediately reflected in call registration; you do not need to close and restart Tivoli Service Desk.

Adding a call code

You can add new call codes to the set included with Tivoli Problem Management.

To add a call code:

  1. In the Add Call Code dialog box, in the Call Code box, type the name of the call code.
  2. In the Description box, type a description of the call code. This is optional.
  3. If you want to create a call code that never creates a problem record (information call code), select the Call Only check box.
  4. Choose OK.

Editing a call code

You can modify both the call codes included in Tivoli Problem Management and the call codes you create.

To edit a call code:

  1. In the Edit Call Code dialog box, make any necessary changes to the select call code. For further instructions, see Adding a call code.
  2. Choose OK.

Deleting a call code

You can delete call codes even if they appear on existing calls. Help desk analysts can not use deleted call codes in Inquiry dialog boxes to locate calls, but they can use SQL searches to find these calls, if needed.

To delete a call code:

  1. In the Call/Problem Settings dialog box, choose the Call Code tab.
  2. From the Call Code List, select a call code.
  3. Choose Delete.
  4. At the Warning message that asks if you are sure you want to delete this call code, choose Yes.