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Working with Calls

This topic relates to the Nano interface.

Before you start

Read Introduction to Nano and the Nano Feature List before continuing.

Nano provides a range of methods for working with calls to suit different working styles. Calls can be closed or assigned to another analyst or group from the Search and Outstanding windows as well as from the Call Details window. While other actions, such as updating can only be done from the Call Details window,

This topic provides an overview of the methods available for each type of action.

For detailed information, see these topics:

Using the Call Details Window - Explains how to open and update calls, the call details fields and their purpose, and how to use the Status field to perform actions on the call.
Viewing Your Outstanding Calls - The Outstanding window displays calls requiring your attention. This topic shows you how to adjust the filters and perform actions on calls from the table of results.
Searching for Calls - Learn how to search for calls and perform actions on them from the table of results.

Log a call	On the menu select New Call Complete the Call Details Press Save.
Search for a call	Method 1: Call Search On the menu select Search, then Call Search Complete the Call Search fields. Method 2: Calls Outstanding On the menu select View, then Calls Outstanding Adjust the Calls Outstanding filters if needed. Method 3: Quick Search Type the call number into the Quick Search field. A list of matching records is displayed
View call details	Method 1: Quick Search Type the call number into Quick Search Select the call from the listed results. The Call Details window is displayed. Method 2: Call Search or Calls Outstanding Search the table of results for the request you want to view Open the request using any of these methods: Double-click on the call record; or Right-click the call record and select ; or Right-click the call record and select The Call Details window is displayed. The call window opens in edit mode or in review mode, depending on the method used to open the call, and the settings configured in your IPK Security Role.
Update a call	Select and open the call you want to update The Call Details window is displayed If the call is in review mode, press Take Action. Update the Call Details fields Press Save.
Assign a call	Method 1: Call Details Select and open the call you want to assign The Call Details window is displayed In the Assign To field select the analyst or group you want to assign to Press Save. Method 2: Call Search or Calls Outstanding Search the table of results for the request you want to assign Forward the call using any of these methods: Select the call record and select in the toolbar; or Right-click the call record and select The Call Forward window is displayed Complete the Call Forward details Press OK.
Close a call	Method 1: Call Details Select and open the call you want to close The Call Details window is displayed Change the Status field to a closure status The selected status must have the Close setting enabled in System Admin Call Status Titles. Press Save. Method 2: Call Search or Calls Outstanding Search the table of results for the request you want to Close the call using any of these methods: Select the call record and select in the toolbar; or Right-click the call record and select The Call Close window is displayed Complete the Call Close details Press OK. Method 3: Kanban in Call Search or Calls Outstanding In the Kanban, find the call you want to close Drag the call to a column with a closure status The selected status must have the Close setting enabled in System Admin Call Status Titles. The Call Close window is displayed Complete the Call Close details Press OK.
The actions listed below affect the Service Level Agreements on the call. About the SLA clock Once an agreement is attached to a work item, it begins running against a ‘clock’. ASM continually monitors the amount of time the agreement has been in effect and checks if any events are scheduled to occur. An agreement may trigger a number of events such as escalations and finally a breach. You can stop the clock and restart the clock if you have sufficient permissions. While the clock is stopped, no time will accumulate on the agreement and no escalation or agreement breach events will occur. This may be required, for instance, if you are waiting on further information from a user and cannot proceed until you get this information. You can Resume Service if you have sufficient permissions, to immediately close all events on all agreements on the work item. This is useful if the immediate issue has been resolved, but you wish to keep the work item open. Agreement events are closed when the work item is closed.
Stop the clock	Select and open the call for which you want to stop the clock The Call Details window is displayed Change the Status field to a status that pauses the clock The selected status must have the Stop Clock setting enabled in System Admin Call Status Titles. Press Save.
Start the clock	Select and open the call for which you want to start the clock The Call Details window is displayed Change the Status field to a status that does not pause the clock and does not resume service The selected status must not have the Stop Clock setting or the Resume Service setting enabled in System Admin Call Status Titles. Press Save.
Resume Service	Select and open the call for which you want to resume service The Call Details window is displayed Change the Status field to a status that resumes service The selected status must have the Resume Service setting enabled in System Admin Call Status Titles. Press Save.