Overview |
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Tasks |
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Included with |
Tivoli Problem Management |
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. |
Dispatching a call |
Perform the following steps to dispatch a call:
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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:
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