Call States

Your system automatically assigns a call state to a call when it is opened and closed, to indicate the current status of the call. You cannot delete any of these values, you can only rename them.

vFire Core provides the following call states:

Closed The call was resolved and no further action is required.
Open The call is still active.
Open/Resolved The call is resolved and has been forwarded to an Analyst or group for closure.

This is used only when closure rules are applied to the system.
Open/Unresolved This is similar to Open/Resolved but the call is not yet resolved.
Closed/Unresolved Although the call was not resolved, no further action on the call is required.

Renaming a Call State

Before you start

As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.

Ensure you are in the correct partition before applying the settings.

You must have IPK Setup selected in the Admin tab of your General Access Security Role in order to configure any IPK administration settings.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available . In the Explorer pane, locate the IPK Management group , scrolling up or down if necessary. You may need to expand the group to see the options.

  2. Select Call States to open the window. A list of states is displayed . (You may like to adjust the column widths to see all of the columns.)
  3. In the Title column, highlight the call state title that you want to rename.
  4. Enter the new title.
  5. Select to save the changes. Provide the Change Reasons if prompted to do so.