Dispatching Calls


Overview

Tasks

Included with

Tivoli Problem Management

Overview

What is call dispatching?

A dispatcher is someone who answers and registers calls, then transfers the calls to a help desk analyst or group of analysts. A help desk analyst then picks up the call and resolves the caller's problem.

Tivoli Problem Management has a special dialog box for dispatchers to use when gathering information on incoming calls. The Call Dispatch dialog box is a combination of the Call Registration dialog box and Transfer Call dialog box.

Notice that the Call Registration Dispatch dialog box is similar to the Call Registration tab of the Call Registration dialog box, but the Diagnostic Palette and Resolution box are not present. Because you do not attempt to resolve problems while dispatching calls, you do not need these sections.


Tasks

Dispatching a call

Perform the following steps to dispatch a call:
  1. Using any TSD windows, from the File menu, choose New Call Dispatch.
  2. In the Call Dispatch dialog box, complete the information required to describe the call and problem.
  3. In the Recipient box, specify which user or group should receive this call dispatch in one of the following ways:

    • Type the user or group name
    • Choose the Recipient from the Recipient Information list
  4. To notify the recipient that a call has been dispatched to him or her, select the Send Notification check box.
  5. To change the way the notice is handled, choose Notification Options
    Note: Notification Options is not available unless you select the Send Notification check box.
  6. In the Notifications Options dialog box, make any necessary changes, then choose OK.
  7. In the Call Dispatch dialog box, choose OK.
    Note: If you select the Send Notifications check box, the recipient is notified that a call has been dispatched to him or her.

Cancelling call dispatch

You can stop dispatching a call and cancel call registration before you finish gathering information from a caller. Cancel call dispatch only when you do not want to continue dispatching a call.

Caution: When you cancel call dispatch, you lose any information you collected from your caller.

To cancel call dispatch, choose one of these actions:

  • In the Call Dispatch dialog box, choose Cancel.
  • Press Esc.